Service Support Specialist

The Service Support Specialist (Techline) serves as the primary point of contact for Harbinger customers, dealers, Authorized Service Providers (ASPs), and internal stakeholders throughout the vehicle ownership and warranty lifecycle. This role provides technical guidance, service direction, warranty authorization, and case management support while ensuring every customer interaction reinforces Harbinger's commitment to industry-leading service.

The Service Support Technician is responsible for owning service-related cases from initial contact through resolution, maintaining accurate documentation, coordinating cross-functional resources, and supporting continuous improvement initiatives across service operations, warranty administration, and product support.

What You'll Do:

Customer and Dealer Support

• Serve as the primary contact for service-related inquiries from customers, dealers, and service partners.
• Respond to questions regarding vehicle operation, maintenance requirements, warranty coverage, roadside assistance, and service network support.
• Provide timely and professional communication while ensuring a positive customer experience.

Case Management

• Maintain ownership of assigned service cases from initial contact through closure.
• Document all case activity accurately within designated case management systems.
• Ensure proper documentation of service events, including:
• Customer Complaint
• Cause
• Correction
• Labor authorization
• Payment approvals
• Customer and dealer communications
• Follow-up activities

Technical Support and Troubleshooting

• Provide diagnostic direction and technical assistance to dealers, ASPs, and field personnel.
• Lead the resolution of complex technical, warranty, and field service issues.
• Escalate concerns appropriately while coordinating support from Engineering, Quality, Purchasing, Production, and Supplier teams.
• Review technical documentation and provide feedback to improve serviceability, reliability, and customer support processes.

Warranty Administration

• Review and authorize warranty, policy, and goodwill requests in accordance with company guidelines.
• Process warranty-related parts requests and Return Material Authorizations (RMAs).
• Support warranty claim review and approval processes while ensuring compliance with established procedures.

Cross-Functional Collaboration

• Participate in and support service-related projects, including recalls, field campaigns, service bulletins, and product improvement initiatives.
• Collaborate with internal departments to ensure timely issue resolution and customer satisfaction.

Continuous Improvement

• Support ongoing enhancements to service processes, documentation, systems, and reporting.
• Contribute to the development and refinement of labor operation standards and labor time guides.
• Identify opportunities to improve customer experience, operational efficiency, and service network performance.
• Participate in knowledge sharing, peer mentoring, and team development activities.

Professional Development

• Maintain an annual training and development plan.
• Participate in technical, product, and professional skills training as required.

 

Who You Are:

Education and Experience

• Degree in Automotive Technology, Diesel Technology, Electrical Technology, or a related technical field preferred.
• Equivalent combination of education, training, and relevant experience will be considered.
• Experience supporting automotive, commercial vehicle, EV, fleet, or technical service operations preferred.

Technical Knowledge

• Strong mechanical and electrical diagnostic aptitude.
• Ability to interpret technical documentation, service manuals, wiring diagrams, and repair procedures.
• Familiarity with warranty administration and service operations processes preferred.

Skills and Competencies

• Exceptional verbal and written communication skills.
• Strong customer service orientation with the ability to manage difficult situations professionally.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong attention to detail and documentation accuracy.
• Self-motivated with the ability to work independently and collaboratively.
• Proficient with Microsoft Office Suite and case management software platforms.
• Bilingual capabilities are a plus.

Travel Requirements

• Ability to travel as required to support training, dealer development, field investigations, and customer support activities.