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Commercial Technical Service Specialist

Medina, MN
Posted on Dec 29, 2022 Full time R15919
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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 to Business-to-Business and Business-to-Government customers as well private-label partnerships. Our exceptional customer support is a critical competitive advantage, and we refuse to compromise when it comes to taking care of the customer. The Commercial Technical Service Specialist is primarily responsible for supporting customers and dealers with diagnostics, parts, repairs, and warranty. The successful applicant must maintain strong technical knowledge of all commercial products and service processes while maintaining excellent rapport with all dealers, customers, and internal staff.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • View every circumstance from the customer’s perspective, taking an empathetic approach and striving to create advocate customers
  • Advocate for our customers and their needs
  • Lead trouble shooting, diagnosis, and repair in ever changing and ambiguous situations, applying analytical and engineering principles to best support commercial customers and dealers
  • Adjudicate warranty according to warranty policy and internal guidelines
  • Keep concise, thorough case notes on all interactions 
  • Engage and support cross functional issue resolution teams as needed
  • Flag and elevate failure trends and field concern areas to feed quality processes
  • Responsibility as a subject matter expert (SME) on the team for specific products and processes
  • Create standard processes and solutions for dealers, end customers, and internal teams
  • Participate in technical service team initiatives, problem solving and continuous improvement efforts
  • Provide telephone, email and electronic case support for commercial cases and warranty claim authorizations
  • Plan, schedule and conduct in-person dealer and customer visits as needed to resolve technical vehicle concerns and/or train
  • Assist in the development and review for commercial technical service manuals, videos, team tip articles, bulletin information, parts, flat rate manuals, repair procedures, and internal knowledge base articles
  • Manage escalated commercial service cases

Key Abilities

  • Ability to adapt to, and execute in alignment with the business values, direction and priorities, maintaining customer focus in all aspects of the role
  • Ability to maintain strong working relationships and work cross functionally with various teams across, up and down the organization to achieve results
  • Ability to rapidly adapt to changing circumstances, take initiative, and own outcomes
  • Ability to manage a heavy workload, prioritizing appropriately, working with minimal supervision within set guidelines and escalating concerns when appropriate
  • Ability to compromise and come to agreeable solutions that provide the best possible outcome for all involved parties
  • Gathering input and alignment on decisions from stakeholders and communicating outcomes effectively
  • Self-confidence and track record of success professionally managing difficult conversations under contentious circumstances 
  • Highly motivated, detail- oriented, self-starter with ability to work under pressure individually or in a team environment
  • Strong ability to methodically evaluate complex problems and provide strong recommendations for resolution

SKILLS & KNOWLEDGE

  • Bachelor's degree in related field preferred- Engineering, Automotive, Business
  • Both mechanical and electrical technical proficiency and work experience required
  • 5+ years of experience in a business setting with direct customer interaction
  • Strong aptitude in gas, diesel and electric vehicles
  • Experience in Automotive Technology, Electrical, Mechanical, or Manufacturing Engineering, Industrial Science or related field preferred
  • Experience in project management, analytics, process, budgets, labor allocation and scheduling
  • 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 articulate thoughts, ideas and technical terminology
  • Strong interpersonal skills

WORKING CONDITIONS

  • Preferred location – Hybrid role working out of the Medina office
  • Standard fast-paced office environment – extended periods of sitting required
  • Interaction with customers and dealers 
  • Limited travel, up to 25% of the time

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

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. With annual 2021 sales of $8.2 billion, 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; Indian Motorcycle® midsize and heavyweight motorcycles; Slingshot® moto-roadsters; snowmobiles; and deck, cruiser and pontoon boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with parts, garments, and accessories, along with a growing aftermarket portfolio. Polaris’ presence in adjacent markets includes military and commercial off-road vehicles, quadricycles, and electric vehicles. 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.