Customer Service - Technical Product Specialist

Summary: The Technical Product Specialist provides expert-level technical support and product expertise across a diverse portfolio of powersports product lines. This highly specialized role requires a deep understanding of mechanical principles, diagnostic proficiency, and the ability to analyze complex technical inquiries related to product application, fitment, installation, and performance. The specialist serves as a critical liaison, facilitating effective communication and problem resolution between end-users, internal teams, and external vendors.

Duties:Advanced Technical Product Support:

• Deliver accurate solutions to complex technical assistance from customers, customer service, and sales teams
• Address inquiries regarding specifications, applications, fitment, and installation procedures

Specialized Fitment Analysis:

• Conduct thorough product fitment reviews based on customer vehicle configurations
• Recommend suitable or alternative products based on performance needs
• Report fitment inconsistencies to Product Managers to support catalog improvements

Technical Liaison and Problem Resolution:

• Act as a central technical liaison between end-users, vendors, Product Line Managers and Warranty and Returns team

Claims and Warranty Support:

• Investigate and resolve product issues, including mispack/mislabel errors
• Collaborate with warehouse teams and Product Managers to determine replacement strategies and gather data for vendor improvements
• Review and authorize warranty claims for HardDrive and Sedona/Raceline products, applying failure analysis and warranty guidelines

Custom Configuration & Special Orders:

• Design and configure custom wheel and tire kits based on customer specs
• Assign new part numbers as needed
• Communicate with warehouse teams to ensure accurate kit assembly
• Process unique or non-standard product orders, including replacements

Vendor Warranty Fund Management:

• Manage and reconcile vendor warranty fund accounts (e.g., SP1, System 3)
• Ensure compliance with vendor-specific warranty policies

Other Duties:

• Perform other duties assigned to support the technical expertise and operational efficiency of the department

Education and Qualifications:

• High school diploma or GED
• 3+ years of hands-on mechanical experience with power sports or automotive vehicles
• 3+ years in a technical support or service-related role within the powersports/motorcycle/automotive industry
• Bachelor’s degree preferred
• Certifications from UTI/MMI or equivalent technical training programs preferred.

Physical Demands:
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk through warehouse environment; use hands to finger, handle or feel; and reach with hands and arms; carry up to 50lbs. The employee may be required to sit for prolonged periods.

Working Conditions:
Heated and air-conditioned office and/or warehouse environment.