Customer Service and Technical Support Agent
Location: 12790 International Pkwy, Dallas, TX 75228
Reports To: Dealer Support Manager
Employment Type: Full-Time
Overview
Join a dynamic powersports company with a nationwide dealership network. As a Customer Service and Technical Support Agent, you'll be the go-to resource for our dealers—offering expert troubleshooting, warranty coordination, and parts support across our product lineup, including ATVs, dirt bikes, and electric powersports vehicles.
Key Responsibilities:
Customer Service & Technical Support
- Respond promptly to inquiries via phone, email regarding troubleshooting, warranty and parts.
- Resolve dealer complaints with empathy and efficiency, maintaining brand reputation
- and loyalty
- Coordinate warranty claims and service requests through the dealer network.
Technical Assistance
- Provide tier-1 technical support to dealers on powersports vehicle diagnostics and repair procedures.
- Guide dealers through repair documentation, service bulletins, and parts ordering systems.
- Document recurring issues and escalate complex cases to engineering or product teams
Process & Documentation
- Accurately log all support interactions in the CRM system
Dealer Relationship Management
- Act as a liaison between company headquarters and dealerships, ensuring effective communication and prompt resolution of service-related issues.
- Assist with training initiatives for dealer service technicians and front-end staff.
Qualifications:
- Proven customer service experience, ideally in the automotive or powersports sector
- Technical background or hands-on familiarity with motorsports vehicles is required
- Excellent verbal and written communication skills
- Ability to prioritize tasks and thrive in a fast-paced environment.