This position can be remote or on-site in our Eufaula, Alabama office.

Check out this video to learn more about what we do: https://www.humminbird.com/news/article/committed-you

What you will be doing:

• Provide technical and sales support to consumers, non-account dealers and sales representatives to ensure efficient and accurate quality service relating to our products, their software, features and functions.
• Provide post-sale support to consumers and retail channel partners in the form of trouble-shooting advice to install and repair product or direct them to a qualified repair facility. Enter orders for replacement parts, finished products, repair authorizations, and facilitate returns process during or after the warranty period. Document the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
• Respond to inquiries, resolves routine issues (referring more difficult problems upward, if necessary), and educate and act as a resource on company products via phone, email and other methods as appropriate.
• Provide pre-sale support to consumers and retail channel partners in the form of product selection based upon the application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase. Document the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
• Execute routine reports and independently create reports to support department activities. Demonstrate proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand. Maintain and monitor personal performance metrics to ensure department KPI’s (key performance indicators).
• Issue return and repair authorizations as necessary.

What you will need to succeed:

Don't worry. You don't have to be an avid angler to be a great Technical Support Representative. A high school diploma or equivalent is required for your education. And typically, we require a minimum of 1 year of experience in a technical customer support role and 2 years of overall customer service experience.

• Excellent verbal and written communication skills to effectively work with a variety of individuals, identify and solve problems and up-sell/cross-sell products. In addition to reading, writing and verbally communicating clearly in the native language of the region the representative is serving, may be required to speak clearly in another language as defined by the region.
• General knowledge of the Microsoft Office (Word, Excel, Outlook) or similar products and the ability to easily learn applications.
• Demonstrated mechanical aptitude to comprehend and understand resource materials such as dimensional drawings, specifications, installation manuals, and owner/operator manuals to explain/educate the customer.
• Demonstrated experience and skills in effectively and efficiently responding to customer inquiries using the phone, email, chat or other communication platforms provided to the department as a tool to perform their duties.
• Skills in effectively problem-solving routine issues and ability to escalate issues as needed.
• Basic mathematical skills which include the ability to add, subtract, multiplication and division with the assistance of a calculator.

We are presently offering a $1500 signing bonus paid out over the first year of employment.

A few pointers about our culture:

• Entrepreneurial spirit and innovation are in our bones! We authentically innovate trusted equipment that gets people out in the great outdoors.
• We are laser-focused on our consumers, and passionate about providing superior solutions flexible to meet any event’s needs or mission requirements.
• We strive to create meaningful, healthy change in the world as individuals and as a family of brands.
• We value team members who are willing to wear many hats; who take personal initiative, anticipating what needs to be done, and figuring things out to make them happen; but who are also willing to ask help, to assist others and work together.

What you will receive:

• Share in the company’s success with competitive base salary with additional earning potential through participation in the annual discretionary cash profit sharing program, eligibility for annual pay increases, and employee stock purchase plans.
• Find work/life balance with generous Paid Time Off and holiday benefits, a full benefits package, and broad range of employee support and fitness and wellness plans.
• Further your career with performance development and training opportunities, including our tuition assistance program.
• Have fun at work, enjoying a collaborative and casual work environment, participating in fun company events, and taking advantage of great employee discounts on all our outdoor recreational products.
• Plan for your future with our 401(k) with company match and deferred retirement contributions, Sons & Daughters Scholarship program, college savings program, life and LTD insurance, employee stock purchase plan, and more.

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