Technical Support Representative
Company: Johnson Outdoors Inc.
Posted on: September 17, 2023
- Provides technical and sales support to consumers, dealers and
sales reps to ensure efficient and accurate quality service
relating to our products, their software, features and
- Provides post-sale support to consumers and retail channel
partners in the form of trouble-shooting advice to install and
repair product or direct them to a qualified repair facility. Enter
orders for replacement parts, finished products, repair
authorizations, and facilitate returns process during or after the
warranty period. Documents the interaction in the appropriate
computer application to help drive continuous improvements in
process and product quality.
- Responds to inquiries, resolves routine issues (referring more
difficult problems upward, if necessary), and educates and acts as
a resource on company products via phone, email and other methods
as appropriate. Documents inquires, issues and resolutions, and
education provided as required.
- Provides pre-sale support to consumers and retail channel
partners in the form of product selection based upon the
application and desired features, installation and rigging,
promotions, product availability, pricing, and where to purchase.
Documents the interaction in the appropriate computer application
to help drive continuous improvements in process and product
- Executes routine reports and independently creates reports to
support department activities. Demonstrates proficiency in
supporting the minimum amount of product families as identified by
each Johnson Outdoors brand. Maintains and monitors personal
performance metrics to ensure department KPI's (key performance
indicators). Strives for continuous improvement.
- Issues return and repair authorizations as necessary.
KNOWLEDGE, SKILLS AND ABILITIES
- Excellent verbal and written communication skills to
effectively work with a variety of individuals, identify and solve
problems and up-sell/cross-sell products. In addition to reading,
writing and verbally communicating clearly in the native language
of the region the representative is serving, may be required to
speak clearly in another language as defined by the
- General knowledge of the Microsoft Office (Word, Excel,
Outlook) or similar products and the ability to easily learn
- Demonstrated mechanical aptitude to comprehend and understand
resource materials such as dimensional drawings, specifications,
installation manuals, and owner/operator manuals to explain/educate
- Demonstrated experience and skills in effectively and
efficiently responding to customer inquiries using the phone,
email, chat or other communication platforms provided to the
department as a tool to perform their duties.
- Skills in effectively problem solving routine issues and
ability to escalate issues as needed.
- Basic mathematical skills which include the ability to add,
subtract, multiplication and division with the assistance of a
A few pointers about our culture:
- Entrepreneurial spirit and innovation are in our bones! We
authentically innovate trusted equipment that gets people out in
the great outdoors.
- We are laser-focused on our consumers, and passionate about
providing superior solutions flexible to meet any event's needs or
- We strive to create meaningful, healthy change in the world as
individuals and as a family of brands.
- We value team members who are willing to wear many hats; who
take personal initiative, anticipating what needs to be done, and
figuring things out to make them happen; but who are also willing
to ask help, to assist others and work together.
What you will receive:
- Share in the company's success with competitive base salary
with additional earning potential through participation in the
annual discretionary cash profit sharing program, eligibility for
annual pay increases, and employee stock purchase plans.
- Find work/life balance with generous Paid Time Off and holiday
benefits, a full benefits package, and broad range of employee
support and fitness and wellness plans.
- Further your career with performance development and training
opportunities, including our tuition assistance program.
- Have fun at work, enjoying a collaborative and casual work
environment, participating in fun company events, and taking
advantage of great employee discounts on all our outdoor
- Plan for your future with our 401(k) with company match and
deferred retirement contributions, Sons & Daughters Scholarship
program, college savings program, life and LTD insurance, employee
stock purchase plan, and more.
All qualified applicants will receive consideration for employment
at Johnson Outdoors (and all subsidiaries) without regard to race;
creed; color; religion; national origin; sex; age; disability;
sexual orientation; gender identity or expression; genetic
predisposition or carrier status; veteran, marital, or citizenship
status; or any other status protected by law. Johnson Outdoors is
proud to be an affirmative action and equal opportunity
If, because of a medical condition or disability, you need a
reasonable accommodation for any part of the application process,
please contact Human Resources at
HRSpecialAccommodations@johnsonoutdoors.com to let us know the
nature of your request and your contact information.
JOHNSON OUTDOORS is a leading global innovator of outdoor
recreation equipment and technologies that inspire more people to
experience the awe of the great outdoors. The company designs,
manufactures and markets a portfolio of winning, consumer-preferred
brands across four categories: Watercraft Recreation, Fishing,
Diving and Camping. Johnson Outdoors' iconic brands include: Old
Town canoes and kayaks; Ocean Kayak; Carlisle paddles; Minn Kota
fishing motors, batteries and anchors; Cannon downriggers;
Humminbird marine electronics and charts; SCUBAPRO dive equipment;
Jetboil outdoor cooking systems; and, Eureka!camping and hiking
equipment. Founded in 1970 by Samuel C. Johnson, the Company has
delivered double-digit compound annual growth over its history,
evolving from a single brand into a nearly $734 million global
enterprise with around 1,400 employees across 20 countries.
Equal Opportunity Employer/Protected Veterans/Individuals with
The contractor will not discharge or in any other manner
discriminate against employees or applicants because they have
inquired about, discussed, or disclosed their own pay or the pay of
another employee or applicant. However, employees who have access
to the compensation information of other employees or applicants as
a part of their essential job functions cannot disclose the pay of
other employees or applicants to individuals who do not otherwise
have access to compensation information, unless the disclosure is
(a) in response to a formal complaint or charge, (b) in furtherance
of an investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor's legal duty to furnish information. 41 CFR
Keywords: Johnson Outdoors Inc., Dothan , Technical Support Representative, IT / Software / Systems , Eufaula, Alabama
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