Technical Service Representative

.PAGE-BREAK PAGE-BREAK PAGE-BREAKWho We ArePAGE-BREAK PAGE-BREAK PAGE-BREAKElevate Outdoor Collective is an alliance of iconic outdoor and winter sports brands with a specialized focus on skiing, snowboarding and snowshoeing. With each unique brand maintaining its own individual points of view and driving independent innovation, the Collective is fueled with the strength of world-class development facilities and engineers, global distribution channels and committed outdoor lifestyle enthusiasts and experts.

Our brands include K2 Skis, K2 Snowboards, Marker, Dalbello, Völkl, RIDE Snowboards, LINE Skis, Backcountry Access, Atlas Snowshoe Co., Tubbs Snowshoes, Madshus and K2 Skates. PAGE-BREAK PAGE-BREAK PAGE-BREAKWith an international portfolio of world-renowned brands recognized as trailblazers in innovation, performance and, most importantly, fun times by active lifestyle enthusiasts across the globe, Elevate Outdoor Collective will continue its mission to progress the culture of each and every outdoor endeavor it represents.

As “One Team” backed by world-class development facilities and product engineers, incredibly talented athletes and ambassadors and a top-notch crew of employees who live and breathe the outdoor active lifestyle, Elevate Outdoor Collective is eager to take things to the next level.PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAKPosition OverviewPAGE-BREAK PAGE-BREAK PAGE-BREAKThe Tech Services Rep (TSR) serves as a product expert to offer dealers and customer top notch product information and service whether by phone, e-mail, or through our websites.

Product knowledge being key in this role, he/she works not only with the customer, but trains and communicates with Elevate internal teams; including Development, Quality, Warranty, Legal, Sales & Marketing, and Customer Service to gain that product knowledge and learn of potential issues with a product. The Tech Services Rep will therefore have the knowledge to offer the customer the best recommendations to resolve issues with defective products.

This may require sending warranty parts or advising on correct retail parts to and for the customer. And in the case of a warranty claim for the full product, setting up and maintaining WRMAs (Warranty Return of Materials Authorization) so that the customer can ship the product to the Warranty Department for repair or replacement. Additionally, he/she identifies and reports any newfound off-quality issues from the field to Development, Quality, Warranty, and Legal so that proper corrective actions may be taken.

Additionally, the TSR may be asked to participate in use of the products in their category specific specialty to enhance product knowledge.PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAKResponsibilitiesPAGE-BREAK PAGE-BREAK PAGE-BREAKReceive and complete all dealer and end-use customer phone calls and e-mail requests for Technical and Warranty Support.PAGE-BREAK PAGE-BREAKDetermine action to be taken on products that are reported to defective/off-quality in the field.PAGE-BREAK PAGE-BREAKEnters and monitors WRMAs for dealers and end-use customersPAGE-BREAK PAGE-BREAKPrepares service action plans and Technical Service reports.PAGE-BREAK PAGE-BREAKEnsure all customers are replied to within 24-48 hours on all email and phone callsPAGE-BREAK PAGE-BREAKFocuses on delivering a positive customer experience according to set standardsPAGE-BREAK PAGE-BREAKMonitors new product concerns and alerts Quality, Warranty, Product Development staff, and Legal if necessary, providing pictures and customer reports in a unified document format.PAGE-BREAK PAGE-BREAKServes as interface between QA, Warranty, Engineering, and Customer Service on product/technical related issuesPAGE-BREAK PAGE-BREAKAssist with identifying any new Trouble Codes with Warranty and Engineering Depts.

as required. PAGE-BREAK PAGE-BREAKTrack and document Vendor related Quality issuesPAGE-BREAK PAGE-BREAKAssist engineering/development team with updating and or maintaining Technical Service Manuals. PAGE-BREAK PAGE-BREAKAssists with maintaining website FAQ’s and online warranty policiesPAGE-BREAK PAGE-BREAKCompletes projects as assigned by manager, including but not limited to, all key reporting functions within the dept.PAGE-BREAK PAGE-BREAKParticipate in any potential “demo” days with sales reps and or development team to increase product knowledge and provide user feedback.PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAKMinimum QualificationsPAGE-BREAK PAGE-BREAK PAGE-BREAKHigh school diploma / GEDPAGE-BREAK PAGE-BREAKExtensive Winter Sports Product Knowledge - Inline/Ice Skate knowledge a plus.

PAGE-BREAK PAGE-BREAKAbility to function well in fast-paced environment and meet multiple deadlinesPAGE-BREAK PAGE-BREAKAbility to work well in a team environment and cross functionallyPAGE-BREAK PAGE-BREAKComfortable working independently and staying on task without supervisionPAGE-BREAK PAGE-BREAKTwo years of customer relations experience.PAGE-BREAK PAGE-BREAKExperience with Microsoft office; Word, Excel, Outlook.PAGE-BREAK PAGE-BREAKExcellent verbal and written communication skillsPAGE-BREAK PAGE-BREAKSolid time management and project management skillsPAGE-BREAK PAGE-BREAKOvertime and/or an adjusted schedule may be required in peak seasonPAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAKPreferred QualificationsPAGE-BREAK PAGE-BREAK PAGE-BREAKExperience with K2 and and/or sporting goods productsPAGE-BREAK PAGE-BREAK2-3 years’ experience with outdoor retail sporting goods PAGE-BREAK PAGE-BREAKCustomer Service and/or Warranty/Returns ExperiencePAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAKPhysical RequirementsPAGE-BREAK PAGE-BREAK PAGE-BREAKPOINTER-MARK Ability to see, speak and hearPAGE-BREAK PAGE-BREAK PAGE-BREAKPOINTER-MARK Ability to sit in front of computer for long periods of timePAGE-BREAK PAGE-BREAK PAGE-BREAKPOINTER-MARK Ability to enter data for long periods of timePAGE-BREAK PAGE-BREAK PAGE-BREAKPOINTER-MARK May be required to lift 15-50 pounds occasionally.PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAK PAGE-BREAKK2-MDV Sports is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. View the EEO is the Law poster here http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdfPAGE-BREAK PAGE-BREAK