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Sr. Technical Service Representative (Remote)

LiveWire EV LLC
Remote, OR
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

At LiveWire we’re pioneering the future of motorcycling by means of design, software, and experience. Success for this team is creating the most desirable electric motorcycle brand in the world. Operating like a start-up, we're seeking problem-solvers who can demonstrate leadership and be comfortable with hands-on work every day.

Job Summary

The Sr. Technical Service Representative will be responsible for providing virtual support services to the LiveWire dealer network. You will serve as an experienced contact to assist with problem resolution, questions, and quality customer service. In this role, you will work closely with other team members to gain knowledge and transfer support information within the team. Additionally, you will be responsible for troubleshooting and providing clear and complete documentation of user problems and requests. This position is required to consistently model the highest levels of support professionalism to dealers and is an example to the rest of the support center.

Job Responsibilities

  • Educate and assist dealers with LiveWire’s warranty processes.
  • Identify symptoms and root causes, and logic to determine appropriate steps to resolve dealer problems.
  • Provide clear and complete documentation of process used in problem resolution.
  • Identify opportunities for improving the quality of support to the dealers.
  • Communicate problem resolution to customers, team leads and supervisors on a timely basis.
  • Identify when to escalate dealer issues to support center leads.
  • Provide prompt, accurate information to stakeholders.
  • Update call management system by recording all case activities and detailed resolution steps
  • Contribute solutions for inclusion in knowledge base system.
  • Participate in weekly meetings, action logs, and training sessions dealing with new technologies, applications, and software updates.
  • Responsible to adjudicating warranty claims and support administration of payment approvals.

Education Requirements

  • Motorcycle Mechanic Institute Graduate preferred

Experience Requirements

  • Typically requires a minimum of 5 years of related experience.
  • Strong analytical process and principle-based problem-solving capabilities.
  • Demonstrated ability to work with minimal supervision.
  • Excellent interpersonal and phone skills to interact with dealers and all departments.
  • Excellent communication skills, both written and verbal.
  • Strong customer support orientation.

Preferred Requirements

  • AS400 and SAP system knowledge.
  • Knowledge of Harley-Davidson warranty requirements.

LiveWire EV LLC

Address

Remote, OR
USA

Industry

Business

View all jobs at LiveWire EV LLC