Technical Service Specialist; Commercial Vehicles; Medina, MN

Job Description

Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

As a Technical Service Specialist (Commercial Vehicles), you serve as a customer-facing technical problem-solver for Polaris Commercial customers who rely on their vehicles to support business operations. Applying hands-on vehicle knowledge, diagnostic skill, and sound business judgment, you help dealers, customers, end users, and partners resolve complex technical concerns and escalated commercial issues. You will guide warranty and goodwill decisions, coordinate cross-functional resolution, and convert field feedback into actionable improvements.

This hybrid role is based in Medina, Minnesota, and may involve periodic work outside standard business hours.

• Serve as a trusted technical resource for Commercial products by applying knowledge of vehicle systems, service procedures, diagnostic tools, parts, warranty processes, and dealer support systems.
• Guide customers, dealers, and partners through accurate and efficient diagnosis, repair direction, and fault isolation for complex mechanical, electrical, and drivability concerns.
• Own escalated situations from intake through resolution, leading the efforts needed to establish and drive next steps.
• Exercise authority for goodwill and warranty financial approvals by balancing customer experience, vehicle uptime, policy, precedent, and business impact.
• Use sound judgment to determine when exception handling is warranted based on the situation, customer relationship, or business impact, and align with internal stakeholders as appropriate.
• Coordinate across service, warranty, parts, logistics, sales, finance, and other teams to reduce friction, limit handoffs, and deliver a unified customer response.
• Support root-cause analysis and warranty decisions by developing complete, evidence-based case documentation and clearly communicating findings and decisions.
• Identify and promptly elevate potential safety, quality, reliability, or recurring product concerns with thorough information that supports timely resolution.
• Turn customer, dealer, and partner feedback into field intelligence and evidence-based recommendations that improve products, service processes, documentation, training, systems, customer uptime, and total cost of ownership.
• Support technical onboarding, ongoing training, issue debriefs, knowledge-sharing, standard work, reporting, workload coordination, and continuous improvement activities.

• Critical Thinking:
  You analyze information objectively, evaluate options, and apply sound judgment to solve problems and make informed decisions.
• Customer Focus:
  You prioritize the needs of internal or external customers and use feedback and data to improve outcomes, processes, or experiences.
• Technical / Functional Expertise:
  You apply the required technical or professional knowledge to perform your role effectively and stay current within your area of…