Senior Service Specialist

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 Pennsylvania, New Jersey, Connecticut, New York, Rhode Island, or Massachusetts.

Specific Responsibilities:

• 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.
• 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.