Service Specialist

Service Support Specialist

Location: Kennesaw, GA

Schedule: Monday-Friday, 8:00 AM-5:00 PM

Pay: $25.00 per hour

Job Description

The Service Support Specialist is responsible for providing exceptional customer and technical support for lawn and garden equipment while ensuring efficient service operations. This position serves as a key liaison between customers, distributors, and service centers, helping to resolve product issues, manage warranty claims, and support repair and maintenance activities.

Key Responsibilities

• Provide technical support and troubleshooting assistance for lawn and garden equipment.
• Assist customers and service partners with warranty claims, repair guidance, and product-related inquiries.
• Serve as the primary point of contact for third-party service centers, distributors, and customer care partners.
• Coordinate resolution of customer concerns while maintaining a high level of customer satisfaction.
• Develop, update, and maintain technical documentation, including SOPs, repair guides, Illustrated Parts Lists (IPLs), and owner’s manuals.
• Support inventory and parts-related inquiries to ensure timely service and repair completion.
• Monitor and document product issues, escalating concerns as needed to improve product quality and service support.
• Collaborate with manufacturing, quality, and operations teams to identify opportunities for continuous improvement.
• Maintain accurate service records and provide timely follow-up on customer and partner requests.
• Support departmental goals, operational initiatives, and service performance metrics.

Qualifications

• Previous experience in customer service, technical support, or service operations.
• Supervisory or team leadership experience preferred.
• Experience supporting hard goods, power equipment, lawn and garden products, or related industries.
• Familiarity with warranty administration and service network management.
• Experience creating technical documentation, repair guides, and SOPs.
• Knowledge of inventory management and parts support processes.
• Strong troubleshooting, problem-solving, and organizational skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office and customer service software systems.

Preferred Skills

• Ability to work independently and manage multiple priorities.
• Strong attention to detail and commitment to customer satisfaction.
• Experience working with service centers, distributors, and vendor networks.
• Continuous improvement mindset with the ability to identify and implement process enhancements.

Benefits: Competitive pay, Monday-Friday schedule, growth opportunities, and the chance to join a team dedicated to delivering outstanding customer service and technical support.

Customer Service and Lawn Equipment Experience.