Techline Specialist

Job Purpose

Techline agents function as a technical resource for internal and external customers.  The group is responsible for possessing advanced level knowledge of Honda Marine, Engine, and Power Equipment products.  Agents must develop an in-depth understanding of product functionality, diagnostic techniques, and repair procedures to provide high quality dealer support that focuses on customer satisfaction.

Techline Agents gather and analyze information (customer contention, product symptoms, environmental conditions, geo/location, technician skill/aptitude, etc.) from dealer technicians and provide repair recommendations based on these conditions.

Key Accountabilities

•    Provide expert technical support to dealers to assist in the diagnosis and repair of Honda Marine, Engine, and Power Equipment product beyond routine repairs. 
•    Minimize unnecessary repairs and direct technicians toward appropriate repair methods/procedures to prevent excessive warranty expense and diminished customer satisfaction.
•    Provide direction when published resources are ineffective or repair procedures are non-existent.  Formulate ad hoc troubleshooting processes to determine root cause and remedy problems.
•    Assess technician skill/aptitude and determine proper repair direction that may include creating ad hoc troubleshooting, a dealer visit by field service, or calling product into the office for repair.
•    Exercise discretion and judgement when evaluating repair options.  Decide if warranty coverage is applicable to a repair or whether goodwill support should be proposed to the customer.
•    Function as a technical resource for internal and external customers.  Possess advanced level knowledge of Honda (Marine, Engine, and Power Equipment) products, diagnostic techniques, and repair procedures.
•    Assess urgency and risk of all technical data gathered to provide real time feedback to all S and E business functions that support market quality improvement initiatives and speed to countermeasure activities.
•    Collaborate with engineering group to manage technical information flow between Service Engineering and dealers on emerging market issues.
•    Mentor Techline new hires, Field Technical Specialists, and internal shop techs on how to determine proper repairs using accepted practices to improve efficiency and minimize unnecessary repairs.
•    Identify and address gaps in knowledge through focused training
•    Validate service repair information.  Provide ongoing feedback/corrections on published troubleshooting and repair information to ensure accuracy and practical application.
•    Provide scramble support for warehouse projects related to product recalls and quality issues.  Support activity ranges from performing repairs up to managing the warehouse team to achieve the project goals.

Qualifications, Experience, and Skills

Minimum Educational Qualifications: 

• High School Diploma
• Two years of technical or vocational education with an emphasis on marine, small engine, motorcycle, diesel, or automotive repair

Minimum Experience:

• Five years of service shop experience (hands on repair experience at a Honda dealership is preferred)
• In-depth knowledge of marine, engine, and power equipment product function, including industry terminology used by dealers
• Driving record background check and approval to operate company vehicles

Decisions Expected

• Identify areas of opportunity within group and propose/implement improvements
• Identify the proper diagnostic steps/repair direction based on technician skill level/aptitude, product issue, complexity, and cost that will yield the highest probability of a satisfied customer
• The degree of involvement required by Techline Supervisor or Techline Market Coordinator to resolve a technical issue
• Prioritize and manage call and task workloads to minimize effect on shared goals or targets
• Ability to recognize when to deviate from established repair policies or procedures without prior approval
• Decide if a dealer contact should be reported to other organizational groups to raise awareness of potential regulatory, safety, product liability, or infringement issues 

Working Conditions

• General working time is daily, Monday through Friday from 8:30am-5:00pm, in an office environment
• Ability to sit at a desk with computer, monitor, and phone for an extended period (up to 85%)
• Moderate noise (i.e. business office with computers, phone, and printers, light traffic)
• Ability to safely use hand and power tools
• Occasional use of hand tools and test equipment will be required to work on product and components.  This may require lifting up to 60lbs., bending, moving, and operating product.
• From time to time, the associate supports offsite warehouse projects that require lifting up to 60lbs., bending, and working in a fast pace setting to complete warehouse projects, product inspection/repair.

Ability to drive company vehicles is required