Product Support Representative; Remote

At Ariens Co, we build more than exceptional products – we create opportunities that impact careers. Our culture values innovative thinking, hard work and determination. We interact in teams, collaborate together and make decisions quickly. We see growth potential in every team member, and are committed to supporting our employees with continuous training and advancement opportunities. Our environment? We’re corporate, without being “corporate.”

Whether you work at our headquarters, manufacturing facilities, or one of our global distribution businesses, you’ll always have the freedom to create and contribute. Our company vision is “Passionate People, Astounded Customers.” Quite simply: it revolves around people Speaking of people, you’re not just employee #1,762 to us. You’re family and your role is invaluable. Without exceptional people, we can’t continue to produce the amazing products we're known for around the world.

Ready for the ride of your career? Then come join us. By joining our team, you'll have the opportunity to work in a rewarding workplace with a strong sense of community.

Ariens Co is looking for a Product Support Representative to work with end users, landscape professionals, dealerships, and retailers by resolving entry- to moderate-level product-related issues. This role also coordinates goodwill solutions, including parts discounts, no-charge parts orders, and repair reimbursements through check requests or no-charge parts in lieu of reimbursement. While this position involves technical support, it is not IT-related.

The role supports Ariens Co outdoor power products, dealers, and customers with troubleshooting and service needs.

• Create and maintain content related to standard work and internal Knowledge Base
• Advanced product part fitment and identification (Parts Smart, PDF, Legacy, old gravely)
• Parts Order Entry
• Basic support for consumer product issues including facilitating customer experience with the supporting dealer
• Support dealer product issues, troubleshooting, general product questions, diagnostics (limited), warranty approval including goodwill, and systems process knowledge
• Lead and/or support identified product resource improvements included but not limited to parts manuals, owner’s manual and service documents
• Assist in Consumer product selection inquiries
• Handle to conclusion dealer, retailer and consumer general supporting questions
• Answer dealer, retailer and consumer questions including, warranty statement clarification, claim processing, pre-Authorization, and policy adjustments
• Create parts manuals from Tech Pubs documents in DMRT
• Create fast moving parts and accessory IPL in DMRT
• Create Hydro-Gear and other model IPL’s not supported by Tech Pubs
• Create knowledge base answer to be submitted to the Technical Support group for both internal and external publication
• Create awareness to both leadership and the MT group related to early indication of product issues brought forth by dealers and consumers.
• Assist and provide technical and product knowledge and support to other customer service teams
• Handle entry level and moderate consumer escalations to resolve product, dealer/retailer issues
• Other duties and projects as assigned

• High School Diploma required;
  Associate's Degree preferred
• Minimum of 5 years of customer service experience
• Experience with Microsoft Office Suite and CRM platforms
• Strong communication and customer service skills
• Attention to detail and ability to follow processes
• Comfort with systems and technology
• Ability to manage challenging customer situations
• Experience with systems and cross-functional coordination
• Familiarity of all product publications not limited to service manuals, owners manuals, parts…