Technical Support Representative - REMOTE POSITION

This Technical Support Representative position can be remote or on-site in our Mankato, Minnesota office.

Check out this video to learn more about what we do:

https://youtu.be/P3S9TQMp_Aw

What you will be doing:

• Educate effectively with our customers and promote self-serve options.
• Provide pre-sale and post-sale support to consumers and retail channel partners in the form of product selection based upon their boat size and features, pricing, and trouble-shooting advice to install, repair product or direct them to an Authorized Service Provider. Enter orders for replacement parts, repair authorizations, facilitate return process during or after the warranty period. Document the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
• Communicate trending topics to Leads regarding Product integrity and Brand integrity.
• Maintain and monitor personal performance metrics to ensure department KPI s (key performance indicators) are met.
• Willingness to travel to Minnesota for periodic Product Training.

What you will need to succeed:

This position will respond to our US and Canadian consumers who own/operate Minn Kota trolling motors, which are electric powered motors to help maneuver and position the boat for the best fishing experience. Don't worry. You don't have to be an avid angler or mechanic to be a great Technical Support Representative. However, having a Technical/Mechanical aptitude is highly preferred and will make you more successful. A high school diploma or equivalent is required for your education. Typically, we require a minimum of 1 year of experience in a technical customer support role and 2 years of overall customer service experience.

• Technical/Mechanical aptitude which may include boat rigging requirements, battery power knowledge, boat safety and compliance, knowledge of watercrafts, and how this is used with our products. Or, similar technical/mechanical applications that are equivalent.
• Demonstrate mechanical aptitude to comprehend and understand resource materials such as dimensional drawings, specifications, part diagrams, installation manuals, owner/operator manuals, and Repair Manuals to then communicate these clearly to our customers via phone/email/chat.
• Excellent verbal and written communication skills to effectively work with a variety of individuals, identify and solve problems and make product recommendations.
• General knowledge of the Microsoft Office (Word, Excel, Outlook) or similar products and the ability to easily learn software applications and strong typing abilities.

A few pointers about our culture:

• Our company and culture are rooted in innovation, which means we re always looking for a better way to deliver the best outdoor experience. Sustainability, innovation, and a deep love of the outdoors infuses every product we make.
• We are laser-focused on our consumer s experience, and passionate about providing superior Products.
• We value Team members who are willing to wear many hats and enjoy variety. Who can be the customer s advocate, self-starter, mentor, and problem solver. We are teachers, counselors, inventors, students all who inspire to give and be our best!!!

What you will receive:

• A company issued computer and monitors to use.
• Up to $35/mo reimbursement towards your high speed internet bill.
• Share in the company s success with competitive base salary with additional earning potential through participation in the annual discretionary cash profit sharing program, eligibility for annual pay increases, and employee stock purchase plans.
• Receive generous discounts on our products.
• Find work/life balance with generous Paid Time Off and holiday benefits, a full benefits package, and broad range of employee support and fitness and wellness plans.
• Further your career with performance development and training opportunities, which allows for advancement. This includes our Tuition Assistance Program to further your education in a field to which advances your career with JOI.
• Plan for your future with our 401(k) with company match and deferred retirement contributions, Sons & Daughters Scholarship program, Life and Long Term Disability insurance, employee stock purchase plan, and more.