Technical Service Representative

Job Description

Posted: March 21, 2025 • Location: Wyoming, MN • Job ID: R25594

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

JOB SUMMARY:
Polaris Technical Service Representatives (TSRs) are tasked with delivering industry-leading case management and service experiences for Polaris dealers and customers through effective technical problem resolution. This role involves managing cases of varying complexity and type, assisting dealers with vehicle diagnostics and troubleshooting, and evaluating warranty and goodwill coverage requests. This highly impactful position is dedicated to resolving technical vehicle issues and making business and financial decisions that enhance brand loyalty while providing world-class service. TSRs utilize problem analysis, technical proficiency, critical thinking, and clear communication to resolve vehicle cases.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide technical case support to dealership technicians. Vehicle case management will include diagnostics and goodwill coverage requests.
• TSRs will be responsible for solving and closing cases in short periods of time through effective case management.
• Manage diagnostic cases by following a comprehensive process: verify the complaint, identify related symptoms, analyze and isolate the issue, implement the fix, and test to ensure resolution.
• TSRs will be responsible for warranty authorization cases, including but not limited to determining root cause, warranty eligibility, component coverage and labor accuracy.
• Use experience, knowledge, and collaboration with internal teams to assist dealership technicians to promptly resolve diagnostic cases.
• Leverage your understanding of customers and dealers, along with your technical expertise and customer-centric approach, to make financial and business decisions that boost brand loyalty. Provide exceptional customer service to both dealers and customers.
• Conduct flat rate time studies and review warranty flat rate manuals.
• Assist in the development, review and feedback for service manuals, videos, team tips, diagnostic processes, or technical training materials. TSRs will be used as an internal subject matter expert on vehicle diagnostics and service for assigned vehicle platforms or systems.
• Support the Owner Connections team in enhancing customer satisfaction and loyalty by offering technical explanations and coaching, evaluating customer-specific coverage, and ensuring clear communication between the dealer, customer, and Polaris.
• Meticulously document dealer and customer interactions by taking detailed notes across all communication methods.

SKILLS & KNOWLEDGE

Hard Skills:

• Bachelor’s degree in engineering or other related technical major, or substantial equivalent technical experience
• Deep understanding of diagnosing vehicle systems (engine, electrical, driveline, suspension, etc.)
• Electrical theory and diagnostic tools proficiency
• Strong Microsoft Office skills
• Clear written and verbal communication

Soft Skills:

• Detail-oriented and analytical
• Ability to stay calm in high-pressure situations
• Strong teamwork and problem-solving
• Customer-first mindset

Preferred:

• 3–5 years of dealer or customer service experience
• Powersports or Polaris product knowledge

WORKING CONDITIONS:

• Fast-paced office environment
• Hybrid work schedule (minimum 3 days on-site/week if based in MN metro)
• Approx. 80% desk/remote diagnostic work
• Must have valid driver’s license

💲 Pay range: $51,000 – $67,000 per year (based on experience and qualifications)

“This job listing was created by HireMN using publicly available information. Polaris has not reviewed or endorsed this listing. Please apply directly via the Polaris careers site.”