Tn Customer Service Tech Representative

Job Title: Customer Service and Technical Specialist

Department: Customer Service

Reports To: Customer Service Manager

FLSA Status: Salaried Exempt

Essential Duties and Responsibilities

• Represents the Company, as a focal point for technical knowledge, root cause analysis to promote quicker turns for Dealer to facilitate warranty claims.
• Represent the Customer Service Team as a primary for technical cross-training within the Customer Service Team. Assist with Technical team training and knowledge base growth for the Customer Service Department.
• Possesses product knowledge and an understanding of Cobalt's Warranty policy, parts ordering and return process.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Educate Dealers and Customer's, where applicable, to prevent future inquires, reference process procedures located on the CCN or Cobalt website.
• Develop and maintain a searchable technical data base to assist the Customer Service Team and Dealers with root cause analysis and resolution.
• Develop and maintain data sheets, research vendor webinars and training tools for Dealer and Team education.
• To provide needed training to our dealer network both on site.
• Document activities, as needed, in boat history for future reference and in support of completed actions and conversations.
• Recommends potential products, services, or improvements to management by collecting customer information, service reports and analyzing customer needs.
• Primary point of contact for Quality Review Board Items, research and supporting data.
• Primary point of contact for preparation of Service Bulletins, as needed.
• Facilitate plant tour as requested.
• Communicates routinely with Management to keep them apprised of customer issues and defects.
• Provides internal coordination with other functional areas to find solutions to customer issues.
• Becomes proficient with Department Systems, 400, CCN and Dealer Circle.
• Willingness to work a flexible schedule and overtime as needed.
• Willingness to travel as needed.
• Fill in as needed when Customer Service staff may be out.