Technical Support Representative

Company: Johnson Outdoors Inc.
Location: Eufaula
Posted on: September 17, 2023

Job Description:

Description

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• 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 functions.
  
• 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 quality.
  
• 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
  
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  • 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 region.
    
  • General knowledge of the Microsoft Office (Word, Excel, Outlook) or similar products and the ability to easily learn applications.
    
  • Demonstrated mechanical aptitude to comprehend and understand resource materials such as dimensional drawings, specifications, installation manuals, and owner/operator manuals to explain/educate the customer.
    
  • 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 calculator.
    
    A few pointers about our culture:
    
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    • 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 mission requirements.
      
    • 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:
      
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      • 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 recreational products.
        
      • 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 employer.
        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 Disabilities
        
        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 60-1.35(c)

Keywords: Johnson Outdoors Inc., Dothan , Technical Support Representative, IT / Software / Systems , Eufaula, Alabama