Product Service Specialist

Purpose

As a family-owned company, its the people who continue to make STIHL a successful, world-class brand. STIHL is seeking a highly motivated, passionate Product Services Specialist to join our Technical Services Team at STIHLs corporate headquarters in Virginia Beach!

This person will monitor the US market for technical product issues as well as report product issues, prioritize effectively and convincingly, gather samples and work with colleagues in worldwide technical service to resolve issues. Additionally, will provide comprehensive product service support for assigned product groups with the goals of maximizing market acceptance and market share of products sold by STIHL Inc.

Job Duties & Responsibilities

• Effectively identifies, prioritizes, and resolves product and warranty issues for assigned products. Coordinates resolution of product issues. Creates executive level reports and presentations.
• Investigates product issues which includes visiting and interviewing distributors, dealers, and end-user customers to gather information and identify root causes. Identifies and works with customers to resolve product issues caused by improper use or improper repair and maintenance procedures.
• Provides technical service and warranty support for assigned product group to STIHL distributors, dealers, end-user customers, STIHL Inc. Sales & Marketing Dept., STIHL Inc. Product Information Department, STIHL Inc. Customer Service Dept. and other individuals within the company as requested. Provides technical service support to English speaking Caribbean countries and other countries as assigned by supervisor.
• Communicates with STIHL Inc. Technical Services staff, Field Testing staff, Customer Service technical support staff, Training department and Product Management department providing concise information regarding product technical information and product issues.
• Collaborates with STIHL Inc. technical training department to develop accurate and relevant technical training information.
• Identifies service support and service diagnostic needs that can take advantage of access, integration and use via the internet and connected devices.
• Provides service support for trade shows, industry events, product demonstrations, service training, sales meetings, end-user groups, company sponsored events, and other events as directed by supervisor.
• Assume additional related responsibilities as needed.
  

Specifications

• Bachelors Degree in Engineering or related discipline or equivalent combination of education and experience.
• Performs work under general supervision. Handles moderately complex issues and problems, and refers more complex issues to higher-level staff.
• Basic to intermediate computer and Microsoft Software knowledge, including Word, Excel, PowerPoint & Access.
• Excellent verbal and written communication skills.
• Advanced analytic and data visualization skills utilizing MS Excel, Powerpoint, Access, SQL databases and other programs.
• Strong ability to communicate and convince with data. Ability to create concise executive level presentations utilizing charts, graphs and other visualizations.
• Advanced understanding and experience in repair and maintenance of small 2-cycle and 4-cycle engines and/or electric and battery powered equipment.
• German or Spanish language proficiency (written, verbal and technical) preferred.