Field Tech Support; SAP Repairs

Responsibilities

• Provide assistance and technical support to customer & consumers that are experiencing issues.
• Communicate directly with customers via phone, email in a professional and timely manner.
• Log “ALL” communication with customers in Activity section of SAP.
• Trouble shoot failures using Fault Tree Analysis to resolve customer complaints.
• Understanding of SAP Service Module functionality
• Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.
• Escalate any customer complaints or inquiries as needed to TSS II or III team member.
• Create Service Call and assign to Tech Queue from email or dealer portal daily.
• Travel to customers based on planned trip schedule to assist in repairs, returns, diagnosis as needed.
• Document work completed on the road to note information in the system upon return.
• Represent the company professionally while interacting and repairing units.

• Clear driving record and valid driver’s license.
• High school diploma, general education degree or equivalent working experience
• General knowledge of customer service principles and practices
• Relevant computer knowledge of SAP and Microsoft software systems
• Must successfully work individually and as part of a team.
• Communication skills: both verbal and written along with problem-solving skills is a must.
• Power sports, ATV or UTV knowledge is a plus.

* While not traveling, this position will work out of our McKinney, TX office. Company vehicle will be provided for travel.

* Candidates living in the Atlanta,GA, Birmingham, AL or Indianapolis Areamay qualify for outside mobile tech role.