Technical Support Representative II - Snap-on Inc

Overview

The global leader in automotive diagnostic equipment, Snap-on Diagnostics has an immediate opening for a Technical Support representative. The successful candidate will provide support to Snap-on automotive diagnostic Customers and Franchisees via inbound and outbound phone calls, e-mail, and other correspondence.  This support includes, but is not limited to troubleshooting, general product use/operation.  Full training will be provided in order that you will understand the issues customers may encounter with the Diagnostic Product Line.

Responsibilities

• Handle a high volume of inquiries in a quality manner with little assistance
• Collect and enter call data for each call in the customer management database
• Responsible for making sure that telephone messages, callbacks, and voicemail messages are handled within expected timeframes
• Perform duties according to standard operating procedures and department policies
• Participate in meetings as required
• Attend 3rd party and internal training as required

Qualifications

Desirable Skills and Experience:

• High School diploma, military training, trade school or equivalen

Desirable Skills and Experience:

• Customer Service experience
• Automotive troubleshooting and hands-on repair experience or education
• Strong PC skills. Proficient Microsoft Office suite
• Bilingual in Spanish or French

Key Competencies:

• Team player
• Strong customer service skills
• Strong written and verbal ommunication skills

Snap-on Incorporated is a leading global innovator, manufacturer and marketer of tools, equipment, diagnostics, repair information and systems solutions for professional users performing critical tasks. Products and services include hand and power tools, tool storage, diagnostics software, information and management systems, shop equipment and other solutions for vehicle dealerships and repair centers, as well as for customers in industries, including aviation and aerospace, agriculture, construction, government and military, mining, natural resources, power generation and technical education.

Snap-on also derives income from various financing programs to facilitate the sales of its products. Products and services are sold through the company’s franchisee, company-direct, distributor and internet channels. Founded in 1920, Snap-on is a $4.7 billion, S&P 500 company headquartered in Kenosha, Wisconsin.