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Restorative Dentistry Consultant FT
3 months ago
The Technical Brand Ambassador is responsible for answering incoming technical calls from Kress Dealers. Daily activities of a Kress Technical Brand Ambassador will be dictated by the needs of the dealers in their respective areas of coverage. The TBA will utilize their technical expertise and industry experience in tools and OPE to enhance Kress dealers and their technicians' capabilities, aiming to provide top-notch technical support to our dealer network.
The efforts of the TBA will focus on direct technical support for dealers and technician development. They will collaborate closely with dealer service departments to diagnose and swiftly resolve equipment issues. Managing all aspects of daily warranty submissions, including processing claims and addressing inquiries regarding warranty decisions and appeals. Another critical aspect involves timely and accurate documentation of product technical concerns and reporting related to warranty adjudication.
Essential Functions:- Resolve dealer issues received via phone and email to offer detailed guidance on technical problem resolution.
- Work closely with dealer service departments to promptly repair equipment or resolve issues, providing sales support when necessary.
- Attempt to replicate customer-reported issues.
- Verify customer-reported issues by replicating them using the tool wall.
- Recognize when to escalate issues to level 3 support when required.
- Take notes of dealer interactions for future reference.
- Communicate and coordinate with internal departments.
- Process dealer warranty claims following SOP and designated KPIs.
- Address dealer inquiries regarding warranty pre-approvals and claims validity before submission.
- Prepare technical reports for submission to the QC department for investigating and resolving product failures.
- Rely on independent decision-making and problem-solving for task completion.
- Perform other assigned duties.
Education and Experience:
- Prior experience with power tools and lawn and garden equipment.
- Background in construction, mechanics, or lawn maintenance is preferred.
- Familiarity with IoT devices is advantageous.
- Ability to interpret electrical schematics and technical drawings.
- Demonstrated knowledge of technical customer service and sales principles.
- Understanding of internet and wireless technology.
- Strong verbal and written communication skills.
- Excellent customer service and relations abilities.
- Effective team collaboration skills.
- High school diploma, GED, or equivalent qualification.
- Proficiency in relevant computer applications.
- Typing speed of 45 words per minute.
- Familiarity with administrative procedures.
- At least 6 months of customer service experience.
- Preferably, at least 6 months of experience in a call center setting.
Key Competencies:
- Interpersonal skills.
- Outstanding verbal and written communication skills.
- Strong listening abilities.
- Effective time management.
- Problem analysis and solving.
- Attention to detail and accuracy.
- Data collection and organization.
Basic understanding of power tool functionality.
Customer service orientation.
Ability to adapt to changes.
Sound judgment.
Team player mindset.
High energy and readiness to take initiative.
Capability to handle stress, display patience, and empathy.
BenefitsCompany Benefits:
- Medical (choice of 3 plans)
- Dental
- Vision
- EAP
- Retirement (5% Company Match)
- STD (Company Paid)
- LTD (Company Paid)
- Basic Life (Company Paid)
- PTO up to 3 weeks annually
- Company-Paid Holidays
- Tuition Reimbursement
- Career Development