Restorative Dentistry Consultant FT

Position Summary:

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 call on their technical ability and application experience in the tool and OPE industry to develop Kress dealers and their technicians to provide industry-leading technical support to our dealer network.

Efforts of the TBA will be concentrated on direct technical support of dealers and dealer technician development. Working closely with dealer service departments to diagnose, repair equipment, or resolve issues quickly. Managing all aspects of daily warranty submissions including the processing of claims, and fielding inquiries related to warranty decisions and appeals. Other areas of coverage are timely and accurate documentation of product technical concerns and reporting associated with warranty adjudication.

Essential Functions:

• Resolve dealer issues received via phone and email to provide step-by-step guidelines for the resolution of technical issues.
  
• Working closely with dealer service departments to repair equipment or resolve issues quickly and supporting sales functions when applicable.
  
• Attempt replication of customer-reported issues.
  
• Verify customer-reported issues by replication using the tool wall.
  
• Understanding when to escalate issues to level 3 support when necessary.
  
• Record notes of dealer interactions for future reference.
  
• Communicate and coordinate with internal departments.
  
• Process dealer warranty claims in accordance with SOP and assigned KPIs.
  
• Field inquiries from dealers regarding warranty pre-approvals and warranty claims validity before submission.
  
• Complete technical reports for submission to QC dept for investigation and resolution to product failures.
  
• Relies on independent decision-making and problem-solving to complete job tasks.
  
• Perform other duties as assigned.
  

Requirements

Education and Experience:

• Prior use of power tools and lawn and garden equipment.
  
• Background in construction, mechanics, or lawn maintenance preferred.
  
• Working knowledge of IoT devices preferred.
  
• Ability to read electrical schematics and technical drawings.
  
• Demonstrable knowledge of technical customer service and sales principles and practices
  
• Understand the internet and wireless technology.
  
• Effective verbal and written communication skills.
  
• Excellent customer service/relation skills
  
• Ability to work in a team environment effectively.
  
• High school diploma, general education degree, or equivalent.
  
• Proficiency in relevant computer applications.
  
• Ability to type 45 wpm.
  
• Knowledge of administrative procedures.
  
• 6 months or more customer service experience.
  
• 6 months or more experience in a call center environment preferred.
  

Key Competencies:

• Interpersonal skills
  
• Excellent communication skills verbal and written
  
• Excellent listening skills
  
• Excellent time management skills
  
• Problem analysis and problem-solving
  
• Attention to detail and accuracy
  
• Data collection and ordering
  

Basic knowledge of power tools and their use

Customer service orientation

Adaptability to change

Judgment

Teamwork

High energy and wiliness to take initiative

Stress tolerance, patience, and empathy

Benefits

Company Benefits