Automotive Technical Services Representative

Automotive Technical Service Representative – Remote 

Come make the world and accelerate your success. 

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:  
As an Automotive Technical Service Representative, you’ll be part of our Mac Tools team working as a remote employee. The Automotive Tech Service Representative for Mac Tools provides exceptional customer service to our callers.  The Tech Service Rep answers our callers’ questions about our automotive tool products and their use.  These questions include how our tools work, how our electronic tools connect and function with a vehicle, finding and sourcing part numbers and sourcing new items through our vendor networks. This position also works closely with our product managers and quality control managers on our products performance. In addition, this position may receive and complete orders, research charges and credits on customer accounts and provide shipping and delivery information. You’ll get to:   

• Answer 70-100 calls/texts/emails per day providing product technical information including automotive tool specifications, product specifications and use, and product component information.
• Take orders necessary to fulfill requests, answer account questions regarding charges, credits and shipping information
• Interface with Merchandising and our Field Support Team on products, parts, and procedures.
• Take new product requests from customers, research request with vendors and work directly with the merchandising department on loading the product for orders.
• Work with our callers on solving product warranty claims and work with vendors assisting our customers on warranty resolution.
• Maintain current product understanding and training to assist distributor sales force and consumers.
• Manage callbacks through voicemail, texts, and email as dictated by volume.
• Track daily workload through call tracking system.
• Responsible for continuous education of product knowledge and for training others on new products.
• Represent Mac Tools in a professional and courteous manner through telephone and email contacts.

The Person:  
You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:  

• Call Stats including % phone Work and Average Length of Call
• Maintain Quality Call Monitoring score of Meets or Exceeds Expectation
• Meet attendance goals
• Participate in a minimum of 4 product/computer learning events per year
• High School or Equivalent
• Automotive education or relevant technical background required
• Automotive repair or service experience preferred
• Good computer skills and exceptional phone skills are required
   

The Details:  
You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More: 
We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to: 

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths. 
• Learn: Have access to a wealth of learning resources, including our digital learning portal. 
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices. 

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

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We Don’t Just Build The World, We Build Innovative Technology Too.