TECHNICAL SUPPORT SPECIALIST I

This position exists to interface with OEMs, service centers and retail customers in the Recreational Vehicle and Horse Trailer Industry ensuring product warranty, technical support and service objectives are administered and accomplished in a timely, cost-effective manner

• Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes.
• Provides product information regarding Norco Industries products, including After-Market products and accessories.
• Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment.
• Authorizes dealer warranty work within guidelines and procedures.
• Authorizes repairs and supplies parts for service centers.
• Provides information on authorized repair procedures.
• Researches product information utilizing a variety of resources, including Engineering Documentation and Drawings.
• Provides technical service information to dealers and customers.
• Must display professionalism in all interactions and possess the ability to maintain a positive attitude through periods of adversity and disagreement.
• Strong organizational skills with the ability to prioritize multiple tasks efficiently.
• Excellent oral and written communication skills.
• Technical aptitude is required.
• Prior high volume call center experience is helpful.