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Commercial Technical Service Specialist

Medina, MN
Posted on Jun 26, 2024 Full time R23421
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At 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.

JOB SUMMARY:

The Polaris Commercial team provides utility vehicle solutions globally to Business-to-Business and Business-to-Government customers, as well as private-label partnerships. Our exceptional customer experience is a critical competitive advantage, and we refuse to compromise when it comes to taking care of the customer.

The Commercial Technical Service Specialist takes ownership of outcomes and is solely responsible for the full scope of supporting customers and dealers after the sale. The successful applicant must maintain strong technical knowledge of all commercial products and service processes while maintaining excellent rapport with dealers, customers, and internal staff. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

Customer Experience Leadership 

  • Gain product and industry insights from dealers and customers to inform the business. 
  • Advocate internally for the Commercial customer’s needs to encourage customer focus. 
  • Create a customer experience during interactions that leads to strong, ongoing relationships. 
  • Maintain the highest standards of ethics and safety in all circumstances. 
  • As the primary post-sale contact, ensure retention of key accounts through partnership and industry leading support engagement. 
  • Provide cross-functional debriefs on work in progress and the subsequent outcomes to ensure unified stance with customers. 
  • Recognize the contact and adapt on-the-fly to provide a tailored customer experience. Inquiries may come from end customers, dealers, key accounts or partners and be regarding any function of the business, including service, warranty, parts, logistics, sales, finance, and more.  

Ownership of Support Outcomes 

  • Autonomously navigate through complex scenarios, ensuring a positive outcome.  
  • Manage support interactions with dealers, customers, and end users globally. 
  • Lead through ambiguous scenarios to provide the best outcome for both the customer and Polaris. 
  • Act as the liaison between dealers and end customers, creating connections and mitigating conflict. 
  • Accountable to metrics and outcomes. 
  • Maintain technical product expertise, including electrical, mechanical, parts and diagnostics. 
  • Maintain internal process and dealer systems expertise. 
  • As the Pro XD subject matter expert, self-manage customer/dealer escalations, engage cross-functionally and own resolution. 
  • Onboard and train dealer and customers. 

Continuous Improvement 

  • Strive for an ever-evolving improvement to customer experience.  
  • Identify trends, gather supporting information and lead product and process improvement efforts. 
  • Develop and implement internal processes that result in efficiency. 
  • Engage and lead cross functional issue resolution teams. 
  • Engage and collaborate with external suppliers and vendors when appropriate.  
  • Methodically evaluate complex problems and provide strong recommendations for resolution. 
  • Support the creation and revision of high-quality documentation and training, including dealer onboarding, service manuals, owner’s manuals, parts books and other service-focused documentation.  

SKILLS, KNOWLEDGE & EDUCATION:

  • Bachelor's degree in related field or equivalent work experience.
  • Both mechanical and electrical technical proficiency and work experience required 
  • 5+ years of directly related work experience with direct customer interaction 
  • Strong aptitude and familiarity with gas, diesel and electric vehicles 
  • Excellent leadership skills and track record with ability and desire to take on a larger role in the future 
  • Proficient in Microsoft Office applications, SharePoint, and typing with aptitude to quickly learn Polaris’ core systems 
  • Excellent written and verbal communication skills; ability to concisely articulate thoughts, ideas and technical terminology 
  • Exemplary interpersonal skills  

WORKING CONDITIONS:

  • Preferred location – Hybrid role working out of the Medina, MN office 
  • Standard fast-paced office environment, extensive communication including phone and email. 
  • Limited, intermittent travel, up to 10% of the time 

#LI-CS99

We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE.  Apply today!

At 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 generous matching 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 & 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.

About Polaris

As 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' 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.  www.polaris.com  

EEO Statement


Polaris 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.