Technical Service Rep

p style="text-align:inherit"/pp style="text-align:left"bAt Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE./b/pp style="text-align:inherit"/pp style="text-align:inherit"/pdivpbspanspanJOB SUMMARY:/span/spanspan /span/b/p/divdivpspanspanPolaris Technical Service Representatives (TSRs) are tasked with delivering industry-leading case management and service experiences for Polaris dealers and customers through effective technical problem resolution. This role involves managing cases of varying complexity and type, /spanspanassisting/spanspan dealers with vehicle diagnostics and troubleshooting, and evaluating warranty and goodwill coverage requests. This highly impactful position is dedicated to resolving technical vehicle issues and making business and financial decisions that enhance brand loyalty while providing world-class service. TSRs utilize problem analysis, technical /spanspanproficiency/spanspan, critical thinking, and clear communication to resolve /spanspanvehic/spanspanle cases/spanspan./span/spanspan /span/pp/p/divdivpbspanspanESSENTIAL DUTIES amp; /spanspanRESPONSIBILITIES:/span/spanspan /span/b/p/divdivdivullipspan spanProvide/spanspan /spanspantechnical /spanspancase /spanspansupport to/spanspan /spanspandealer/spanspanship/spanspan technicians/spanspan.  /spanspanVehicle case management will include /spanspandiagnostic/spanspans and goodwill coverage requests/spanspan./spanspan /spanspan /span/spanspan /span/p/li/ul/divdivullipspanspanTSRs will /spanspanbe responsible for/spanspan solving and closing cases in short periods of time through /spanspane/spanspanffective/spanspan /spanspancase management./span/spanspan /span/p/li/ul/divdivullipspanspanManage diagnostic cases by following a comprehensive process: verify the complaint, /spanspanidentify/spanspan related symptoms, analyze and isolate the issue, implement the fix, and test to ensure resolution./span/spanspan /span/p/li/ul/divdivullipspanspanTSRs will be responsible for/spanspan warranty authorization/spanspan cases/spanspan, including but not limited to determining root cause, warranty eligibility, component coverage and labor accuracy./span/spanspan /span/p/li/ul/divdivullipspanspanUse experience/spanspan,/spanspan knowledge/spanspan, and collaboration/spanspan with /spanspaninternal teams/spanspan to /spanspanassist/spanspan /spanspandealership technicians/spanspan /spanspanto promptly resolve diagnostic cases./span/spanspan /span/p/li/ul/divdivullipspanspanLeverage your understanding of customers and dealers, along with your technical /spanspanexpertise/spanspan and customer-centric approach, to make financial and business decisions that boost brand loyalty. Provide exceptional customer service to both dealers and customers./span/spanspan /span/p/li/ul/divdivullipspanspanConduc/spanspant/spanspan flat rate time studies and review/spanspan /spanspanwarranty flat rate manuals/spanspan./span/spanspan /span/p/li/ul/divdivullipspanspanAssist/spanspan in the development, review and feedback for service manuals, videos, team tip/spanspans/spanspan,/spanspan /spanspandiagnostic/spanspan processes/spanspan, or/spanspan technical/spanspan /spanspantraining materials/spanspan.  /spanspanTSRs will /spanspanbe u/spanspansed/spanspan as an internal subject matter expert on vehicle diagnostics and service for assigned vehicle platforms or systems./span/spanspan /span/p/li/ul/divdivullipspanspanSupport the Owner Connections team in enhancing customer satisfaction and loyalty by offering technical explanations and coaching, evaluating customer-specific coverage, and ensuring clear communication between the dealer, customer, and Polaris./span/spanspan /span/p/li/ul/divdivullipspanspanMeticulously document dealer and customer interactions by taking detailed notes across all communication methods./span/spanspan /span/p/li/ul/divdivpspan /span/p/div/divdivpbspanspanSKILLS amp; KNOWLEDGE/span/spanspan /span/b/p/divdivdivdiv/divdivdivpspan /spanbspanRequired/span/bbspan:/span/bspan /span/p/divdivpspan /span/p/divdivpbspanspanHard Skills:/span/span/bspan /span/p/divdivullipspanspanBachelor’s degree in engineering/spanspan or other related technical major, /spanspanor /spanspans/spanspanubstantial equivalent technical experience in related work or field/span/spanspan /span/p/li/ul/divdivullipspanspanA deep understanding of theory and function, as well as experience diagnosing the following: engine /spanspanmechanical, engine runnability, fuel system, intake and exhaust, suspension, driveline, transmission, electrical, A/C, and other related systems as /spanspanrequired/spanspan./span/spanspan /span/p/li/ul/divdivullipspanspanVast experience and knowledge of electrical theory, electrical /spanspancomponent/spanspan functions, and electrical diagnostics using multimeters and other diagnostic tools as /spanspanrequired/span/spanspan /span/p/li/ul/divdivullipspanspanProficient in Microsoft Office applications/spanspan: Word, Excel,/spanspan SharePoint/span/spanspan /span/p/li/ul/divdivullipspanspanExcellent written and verbal communication skills; ability to articulate thoughts, /spanspanideas/spanspan and technical terminology/spanspan /span/spanspan /span/p/li/ul/divdivullipspanspanEfficient and /spanspanaccurate/spanspan typing skills/span/spanspan /span/p/li/ul/divdivpbspanspanSoft Skills:/span/spanspan /span/b/p/divdivullipspanspanDetail-oriented/span/spanspan /span/p/li/ul/divdivullipspanspanAbility to methodically evaluate complex situations and provide recommendations for resolution/span/spanspan /span/p/li/ul/divdivullipspanspanAbility to stay composed and confident in high pressure situations/span/spanspan /span/p/li/ul/divdivullipspanspanTeamwork /spanspan–/spanspan /spanspanwork coll/spanspanaboratively with both internal and external team members/span/spanspan /span/p/li/ul/divdivullipspanspanStrong /spanspanproblem-solving skills/span/spanspan /span/p/li/ul/divdivullipspanspanAbility to stay positive and empathetic in challenging situations and conversations/span/spanspan /span/p/li/ul/divdivpbspanPreferred:/span/bspan /span/p/divdivullipspanspanThree to five years of /spanspandealer or /spanspancustomer service experience /span/spanspan /span/p/li/ul/divdivullipspanspanPowersports Industry Knowledge/span/spanspan /span/p/li/ul/divdivullipspanspanPolaris product knowledge/span/spanspan /span/p/li/ul/divdivullipspanspanAn understanding, /spanspanappreciation/spanspan and passion for Polaris products/span/spanspan /span/p/li/ul/div/divdivdivpspan /span/p/div/div/div/divdivpbspanspanWORKING CONDITIONS/span/spanspan /span/b/pdivullipspan spanFast-paced office environment./span/spanspan /span/p/li/ul/divdivullipspanspanHybrid /spanspanwork-schedule/spanspan.  /spanspanMinimum 3 days in /spanspanoffice/spanspan on non-travel /spanspanperiods/spanspan if based in the MN metro area./span/spanspan /span/p/li/ul/divdivullipspanspanSuccessful candidates will be capable and comfortable providing diagnostic support via phone and case support/spanspan.  /spanspanApproximately 80% of your time will be spent providing support from your office./span/spanspan /span/p/li/ul/divdivullipspanspanMixed office and shop environment./span/spanspan /span/p/li/ul/divdivullipspanspanReliable transportation and valid driver’s license /spanspanrequired/span/spanspanspan./span/spanspan /span/p/li/ul/divdivpspan /span/ppbspanThe starting hourly rate for Minnesota is $26.44 to $35.10 per hour, plus eligibility for spanspanovertime.  Individual/span/span pay and positioning within the range are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills, and geography.  While individual pay could fall anywhere in the range based on these factors, it is not common to start at the high end or top of the range./span/b/pp/pp/pp#LI-BO1/p/div/divp style="text-align:inherit"/pp style="text-align:left"spanspanTo qualify for this position, former employees must be eligible for rehire, and current employees must be in good standing./span/span/pp style="text-align:inherit"/pp style="text-align:left"iWe are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE.span  /spanApply today!/i/pp style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:left"spanAt Polaris we put our employees first, by offering a holistic approach to their health and financial wellbeing.  Polaris is proud to offer competitive compensation, including a market-leading profit-sharing plan that is fundamental to our pay-for-performance culture. At Polaris, employees are owners of the company through company contributions to our Employee Stock Ownership Plan and discounted employee stock purchases plan. Employees receive a spanspanspanspan class="WCO0"generous matching/span/span/span/span contribution to 401(k), financial wellness education and consultation to plan for their financial future. In addition to competitive pay, Polaris provides a comprehensive suite of benefits, including health, dental, and vision insurance, wellness programs, paid time off, gym amp; personal training reimbursement, life insurance and disability offerings.  Through the Polaris Foundation and our Polaris Gives paid volunteer time off, we support employees who actively volunteer their time, efforts, and passions to improve the health and wellbeing of the communities in which they live, play and work. Employees at Polaris drive our success and are rewarded for their commitment./span/pp/ppbAbout Polaris/b/pp/ppspanspanAs the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Polaris#39; high-quality product line-up includes the Polaris RANGER®, RZR® and Polaris GENERAL™ side-by-side off-road vehicles; Sportsman® all-terrain off-road vehicles; military and commercial off-road vehicles; snowmobiles; Indian Motorcycle® mid-size and heavyweight motorcycles; Slingshot® moto-roadsters; Aixam quadricycles; Goupil electric vehicles; and pontoon and deck boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with a robust portfolio of parts, garments, and accessories. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. a href="https://www.polaris.com/en-us/" target="_blank"www.polaris.com/a/span/span/pp/pp/pp style="text-align:inherit"/pp style="text-align:left"bEEO Statement/b/pp style="text-align:inherit"/pp style="text-align:left"iPolaris Inc. is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law. Applicants with a disability that are in need of an accommodation to complete the application process, or otherwise need assistance or an accommodation in the recruiting process, should contact Human Resources at 800-765-2747 or /ia target="_blank" href="mailto:Talent.Acquisition#64;Polaris.com"ispan class="WCO0"Talent.Acquisition#64;Polaris.com/span/i/ai.  To read more about employment discrimination protection under U.S. federal law, see: /ia target="_blank" href="https://nam10.safelinks.protection.outlook.com/?url#61;https%3A%2F%2Fwww.eeoc.gov%2Fsites%2Fdefault%2Ffiles%2F2022-10%2FEEOC_KnowYourRights_screen_reader_10_20.pdfamp;data#61;05%7C02%7CWorkdayCommunications%40polaris.com%7Cc5c2eb8d86244cd2fc3408dd4d073a65%7C85f78c4cad11473596240b2c11611dff%7C0%7C0%7C638751415633263085%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7Camp;sdata#61;UdgUmgvVCMYfxnasexpS259skBSqinESpt213WZbs%2BI%3Damp;reserved#61;0"iKnow Your Rights: Workplace Discrimination is Illegal (eeoc.gov)/i/a./pp style="text-align:inherit"/p