Technical Support Specialist

The Technical Support Specialist is responsible for providing hands-on technical support to the Kress dealer network, with a strong focus on power tools and outdoor power equipment. This role partners closely with dealer service departments to diagnose issues, support repairs, explain warranty processes, and develop technical expertise across the dealer network.

Ready to play a critical role in supporting cutting-edge robotic and electrified equipment? As a Technical Support Specialist, you will:

• Provide direct technical support to dealers via phone and email, offering step-by-step guidance to resolve equipment issues.

• Partner closely with dealer service departments to diagnose, repair, and resolve product concerns efficiently.

• Support sales functions when applicable by providing technical product expertise.

• Attempt replication of customer-reported issues using available tools and equipment.

• Verify reported issues through hands-on testing and evaluation.

• Understand when and how to escalate issues to Level 2 technical support when required.

• Maintain accurate documentation of dealer interactions, technical findings, and resolutions.

• Communicate and coordinate effectively with internal departments, including Quality Control, Engineering, and Sales.

• Explain the status of warranty submissions, including claim processing, pre-approvals, and dealer inquiries related to warranty decisions and appeals.

• Complete detailed technical reports for submission to the Quality Control team to support investigation and resolution of product failures.

• Apply independent judgment and problem-solving skills to complete job responsibilities.

• Perform other duties as assigned.

Requirements

ABOUT YOU

Does this role sound like a match for you? Here's what we're looking for:

• High school diploma, GED, or equivalent required.

• Prior hands-on use of power tools and lawn and garden equipment.

• Background in construction, mechanics, lawn maintenance, or related fields preferred.

• Working knowledge of IoT devices and connected equipment preferred.

• Ability to read and interpret electrical schematics and technical drawings.

• Demonstrated knowledge of technical customer service and basic sales principles.

• Understanding of internet and wireless technology.

• Strong verbal and written communication skills.

• Excellent customer service and relationship-building abilities.

• Ability to work effectively in a team-oriented environment.

• Proficiency in relevant computer applications, including Microsoft Office and Outlook.

• Ability to type at least 45 words per minute.

• Knowledge of basic administrative procedures.

• Minimum of 6 months of customer service experience required.

• Call center experience preferred.

Benefits

WHAT WE OFFER PERSONALLY & PROFESSIONALLY

At Positec, we're committed to our employees' well-being and professional growth. We offer a range of benefits, ensuring you're supported in your career and personal life:

Healthcare Benefits: You can count on our standard healthcare benefits, which include medical, dental, and vision coverage to keep you and your loved ones healthy.

Work/Life Balance: We get it— finding work-life balance is key. You'll have the option to work from home one day a week, which can help you better balance your professional and personal life.

Education Assistance: Positec is passionate about helping employees reach their full potential. We offer assistance with degree and certification programs to empower your career growth and development.

Professional Development: We promote ongoing learning and growth. Our support includes covering the costs of conferences and webinars that match professional interests.

Disability Coverage: Your well-being is our priority. We provide disability coverage to give you peace of mind during unexpected challenges.