Technical Service Representative - Remote
Valley View, OH, US
Auto req ID: 26078
Title: Technical Service Representative - Remote
Job Function: Call Center
Location: Remote
Company: Harley-Davidson Motor Company
Full or Part-Time: Full Time
At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?
We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.
This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.
Job Summary
This position is responsible for providing telephone support services to Harley-Davidson dealers. This position serves as a contact to assist with trouble shooting, diagnostics, problem resolution, questions, and provide quality customer service. The Representative Technical Service works closely with other team members to gain knowledge and transfer support information within the team, and participates in weekly meetings, action logs, and training sessions dealing with new technologies, technical changes, and software updates. This position is responsible for troubleshooting and providing clear and complete documentation of user problems and requests.
Job Responsibilities
- Provide clear and complete documentation of process used in problem resolution
- Independently identify symptoms and root cause
- Identify opportunities for improving quality of support to dealers & customers
- Properly transferring and escalating dealer and customer issues when necessary
- Meeting pre-established metrics
- Provide prompt, accurate information to stakeholders
- Update call management system by recording all case activities and detailed resolution steps
Education Requirements
Education Specifications
Experience Requirements
Required
- Typically requires a minimum of 2 years of related experience.
- Ability to analyze processes and procedures to identify opportunities for increased efficiency, accuracy, and productivity
- Excellent interpersonal and phone skills to interact with dealers, customers and all departments of Harley-Davidson
- Proven communication skills, both written and verbal
- Strong customer support orientation
Preferred
- Demonstrated ability to work with minimal supervision
Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.
The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.
We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.
Applicants must be currently authorized to work in the United States.
Direct Reports: No
Travel Required: 0 - 10%
Pay Range: $58,700-88,000
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance
#LI-REMOTE
Nearest Major Market: Cleveland
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Call Center Representative, Customer Service Representative, Equity, Call Center, Customer Service, Finance