Senior Service Specialist (Florida, Georgia or Alabama)

Senior Service Specialist

Under the direction of the Regional Manager, the Senior Service Specialist is responsible for delivering technical support, field service expertise, and dealer development for the Engine Division. This position serves as the primary technical resource for authorized dealers, providing phone-based troubleshooting, on-site diagnostics, and hands-on product training. The Senior Service Specialist ensures that dealers receive prompt, accurate, and professional support to maintain high customer satisfaction.

The ideal candidate must be located in either Florida, Georgia or Alabama.

Specific Responsibilities:

Phone-Based Technical Assistance

• Serve as a senior-level technical support contact, assisting dealers via phone, email, or digital platforms.
• Diagnose complex mechanical, electrical, and fuel-system issues and guide dealers through troubleshooting steps.
• Provide warranty guidance, parts identification, repair procedures, and service manual interpretation.
• Maintain detailed ticket notes and ensure follow-up until issues are resolved.

Dealer Support & Field Service

• Visit authorized small-engine dealers to provide on-site technical support, diagnostics, and repair guidance.
• Conduct dealer assessments to identify service capabilities, gaps, and improvement opportunities.
• Deliver hands-on technical training, product updates, and best practices during field visits.
• Support new dealer onboarding (through distributor) and ensure compliance with service policies and warranty procedures.
• Document field findings and escalate emerging product issues to engineering or quality teams.

Quality Feedback & Product Improvement

• Report recurring field issues, failure trends, and dealer feedback to engineering, quality assurance, or product management.
• Participate in root-cause analysis efforts and support product improvement initiatives.
• Provide input on new model launches, service readiness, and parts support.

Relationships and Contacts

• Reports to the Manager Field Service & Parts (USA/Canada)
• Frequent contact with Engineering, Marketing and Quality departments for the purpose of maintaining quality and solving of service problems.
• Frequent contact with technical publications and parts order staff within the Service Department, to assist them when required.
• Daily contact with distributors and dealers by phone, in person and email.
• Frequent contact with OEM accounts and OEM distributors.
• Occasional contact with vendors through Engineering and Purchasing Departments for technical and field service information.

Requirements:

• 3-5 years of experience in troubleshooting and repair of Gasoline Turf and Utility Engines and Diesel Engines and Common Rail Engines.
• An associate degree is preferred with strong emphasis in mechanical and electrical courses of study, or equivalent experience.
• Strong customer service skills are required
• Group training experience or sales experience is desired.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The Salary range for this position is $63,100.00-$79,500.00. The specific Salary rate offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education, and the work location.