Technical Support Representative Schiller Grounds Care, Inc. is looking for a talented technical support representative to join our dedicated team and provide the exceptional customer service that is the foundation of our company. You will be supporting distributors, dealers, national account customers and end users with technical sales support and customer service for the Little Wonder, Mantis and Classen product lines. The ideal candidate will have excellent communication and technical skills to troubleshoot, train and educate our customers in how to get the most out of our range of industry leading products. This position will play an important role in supporting strategic partnerships, including Home Depot Tool Rental and the AriensCo dealer network, by helping ensure product uptime, dealer readiness, and an exceptional customer experience.
Key Responsibilities:
Builds strong relationships with dealers, distributors, rental partners, and national account personnel through responsive technical support and customer service. Works with members of engineering, product management and quality, to develop technical knowledge and know-how of Classen, Little Wonder and Mantis products. Analyzes reports provided by national account and distribution partners to identify trends and recommend improvements related to equipment uptime, parts availability, warranty issues, and service support. Supports customer service and warranty teams by assisting with technical inquiries related to product operation, diagnostics, repair procedures, parts support, warranty claims, and order-related questions. Performs field visits to dealer, distributor, and national account locations to support product performance, conduct training, improve customer satisfaction, and identify potential product or service concerns. Collects and communicates field intelligence regarding competitive products, customer feedback, market activity, and emerging industry trends. Monitors product complaints and field performance issues, troubleshooting alongside engineering, quality, and product management teams while escalating unusual product or application concerns when necessary. Assists sales and marketing teams with the development and delivery of product training materials, technical documentation, and dealer education programs.
Qualifications:
Bachelor's degree preferred or equivalent experience.
Strong mechanical aptitude and troubleshooting skills.
Experience supporting dealer networks, rental customers, or national retail accounts preferred.
Comfortable conducting product demonstrations and technical training sessions.
Excellent written and oral communication skills.
Strong organizational and interpersonal skills - team player.
Ability to manage multiple priorities in a fast-paced environment.
Proficient knowledge of Microsoft Word/Excel and Power Point presentations. Experience with CRM and ERP systems (Oracle) preferred.
Ability to travel up to 30%.
Benefits:- Competitive salary
- Health, dental, and vision insurance.401(k) plan with company matching.
- Professional development opportunities.
