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Service Support Representative


To provide product service support to STIHL Inc., STIHL branches and distributors, and STIHL dealers. To guide and support end-users and dealers on product trouble-shooting, repair procedures, warranty issues, and product satisfaction issues. To assist Product Service Specialists with processing and analyzing failed parts and sort parts by failure type and product model. Provide product technical assistance to the Department as requested (i.e. maintain demonstration products and perform product repairs).

Job Duties & Responsibilities
  • Serves as a technical liaison with STIHL Branches, Distributors, and dealers for technical issues pertaining to product service, spare parts application, warranty approvals and product service related areas.
  • Resolve end-user and dealer inquires regarding product service and warranty coverage in cooperation with dealer and branch/distributor personnel.
  • Provides support to Branch technical service personnel in managing service support call volume.
  • Maintains phone log reports and provides a periodic analysis of the reports.
  • Assists Technical Service Managers with analysis of service support call volume. Acts as primary point of contact for dealer calls and retail customer contacts when Branch service personnel are not available.
  • Coordinates with Branch and Distributor service personnel to resolve customer / product issues.
  • May repair STIHL products for dealers and retail customers for special customer satisfaction purposes.
  • Assists in maintaining and tracking the Department’s inventory of demonstration products.
  • Assists in keeping workshop area clean, organized, and properly equipped. Maintains workshop facilities including environmental and
  • recyclables disposal and maintaining an adequate supply of shop consumables. Coordinates calibration of tools/equipment and shop equipment repair and maintenance.
  • Procures parts and machines from appropriate warehouses for Department needs.
  • Maintains files and records as they pertain to product service activities.
  •  High school diploma or equivalent.
  •  5+ years experience in repairing 2-cycle and 4-cycle engines in an outdoor power equipment retail environment is required.
  •  Experience in service management of a power equipment or power sports wholesale or retail environment is preferred.
  •  Performs work under general supervision. Handles moderately complex issues and problems, and refers more complex issues to higher-level staff.
  •  Occasional travel of up to 5 nights in duration approximately 4 times per year.
  •  Basic Microsoft software knowledge, including Word, Excel, PowerPoint & Office.

Nearest Major Market: Virginia Beach