Job Description for: Technical Service Product Specialist Location: Canada, Eastern regions (Home based office + Travelling) Start date: As soon as possible
Summary: Provides dealers/installers with product and technical knowledge. Travels to Directed authorized dealers and 12 Volt installers in their region and answers questions in person, via email, and on the phone. Installs various mobile electronics products for hands on demonstrations. Reports on dealer/installer issues, feedback and product knowledge/experience to further company strategy.
Essential Job Functions
Responsible for providing product and technical support to Directed Authorized Dealers, 12 Volt technicians, and consumers in person, via email and on the phone.
Instruct technicians on the appropriate use and installation of Directed products.
Teach sales people/installers about all Directed product, focusing on Digital solutions. Escalate issues as necessary to the appropriate teams.
Communicate with customers and supervisor regarding product issues and follow-up to make sure fixes are received and tested. Offer solutions to issues encountered by dealers by educating them about products, how product works with the cars and how to troubleshoot issues.
Report dealer feedback directly to the Technical Service Training Supervisor immediately following every dealer visit to improve products, dealer experience and issue resolution.
Provide product feedback or preventative action information to appropriate company representatives.
Travel to dealer locations up to 3 weeks a month in your territory. Weeks not traveling are spent supporting dealers on the phone with the Technical Service team.
Travel to Vista or Lachine office 4 times a year to meet train with the Technical Service team.
Install, maintain, and program security and remote start products and accessories following currently accepted industry standards including: check in/out list for vehicle, concealment of equipment and wiring, quality of connections, written record of components and switches, and proper circuit testing and identification using a digital multi-meter.
Review various manufacturer and trade catalogs, drawings, technical documentation and other data relative to operation, maintenance, and service.
Provide product and technical support via phone during our busy season from November to March. Contribute to the achievement of set departmental goals which include customer call hold-times, the percentage of calls answered by the department and quality of service.
Work closely with local sales reps to provide feedback about dealer accounts to help grow sales following shop visits.
Coordinate travel with VP of Sales for your region to ensure key markets/shops are identified for scheduling.
Mobile Electronics Certified Professional (MECP) certification required upon hire.
Minimum 4-6 years of experience in the installation of mobile electronics equipment specializing in remote start, security and interface.
Demonstrated aptitude for problem-solving, ability to determine solutions for customers and create a positive customer experience.
Ability to learn quickly and adapt to different situations easily. Excellent communication and customer service skills.
Well organized, self-motivated and driven. Strong telephone etiquette. Maintain a professional appearance and provide a positive attitude/image to the public.
Travel up to 75% of the time. Travel may consist of driving personal vehicle for local training and/or flying by air.
Computer literate in a Windows Environment.
French speaking is a plus.
To submit your resume, please apply through : http://www.directed.com/about/careers