Technical Service Representative - Remote

Auto req ID: 23313

Title: Technical Service Representative - Remote

Job Function: Customer Service

Location: Remote

Company: Harley-Davidson Motor Company
Full or Part-Time: Full Time

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.

This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.

Job Summary

Technical Service serves as a point of escalation for Harley-Davidson’s dealer network. The Representative Technical Service position aims to assist dealer personnel by fielding a range of questions involving diagnostics and service operations while delivering quality customer service. Representatives will utilize experience, knowledge base of surrounding team members, and various resource materials to address concerns.

Job Responsibilities

• Develop a consistent diagnostic approach when diagnosing mechanical, electrical, and software related concerns
• Utilize resources to align symptoms with root cause while delivering accurate and timely resolutions to dealer personnel
• Document Condition, Cause, and Correction in a clear and concise manner within a data management environment
• Identify opportunities to improve Key Performance Indicators (KPI) for internal/external stakeholders
• Provide coaching and direction to dealer personnel
• Support the distribution of knowledge by researching, updating, and creating internal and dealer facing resource material

Education Requirements

Education Specifications

• Minimum high school diploma or equivalent
• Completion of post secondary program at an accredited institute dedicated to motorcycle diagnostics and repair
• Preferred achievement of Expert level technician or higher in Harley-Davidson University’s
• Technical Recognition Program

Experience Requirements

Required

• 3+ years of motorcycle maintenance and repair technician experience
• Demonstrate complex problem solving skills
• Capacity to multi-task while scheduling and prioritizing responsibilities
• Excellent verbal and written communication skills with an emphasis on technical content
• Ability to work with minimal supervision in a remote environment within a team atmosphere
• Strong computer proficiency including Microsoft Office Suite

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.

The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.

We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.

Applicants must be currently authorized to work in the United States.

Direct Reports: Yes

Travel Required: 0 - 10%

Pay Range: $42,700 - $64,200
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance