Description Service Network Representative Identifies geographical areas where Service Providers for our products are required. Researches, creates lists of potential business prospects, qualifies prospects to determine mutual interest, and collaborates with other staff to initiate the recruitment. KEY RESPONSIBILITIES Prospects and recruits service providers (Authorized Service Centers and Authorized Servicing Dealers) to replace or add to the service network. Provides technical information updates to service providers, consumers, customer service staff, salespersons and other internal customers. Assists with technical training for service centers and Technical Service Representatives. Provides excellent customer service regarding product returns, repair order status, warranty status and technical information updates to both internal and external customers. Resolves service center and consumer's technical issues via telephone and email. Processes returned products, evaluates the products, assesses warranty status and determines if the product needs to be repaired or replaced. Arranges, documents and tracks outsourcing of repairs and replacements for product, returns and shipments. Updates return records after final disposition and processes documents such as pick slips, invoices, and/or warranty claims using a computer database system. Provides quality control feedback to management on any patterns of defective returns. Maintains files of customer and technical services documents on the history of services provided. May provide administrative support which includes but is not limited to typing documents, generating outlines and creating spreadsheets. May perform simple to moderately-complex product repairs as a backup to the service team. Performs other duties as assigned. EDUCATION AND EXPERIENCE REQUIREMENTS Education: High school diploma or equivalent. Experience: Typically requires a minimum of three years of experience providing customer service, administrative and general technical support on products. KNOWLEDGE, SKILLS AND ABILITIES Proficiency using the Microsoft Office Suite (Word, Excel PowerPoint and Outlook). Ability to efficiently perform data entry in JD Edwards or another similar database/order entry system. (Additional requirements for Fishing include knowledge of business objects, Access, Adobe, ARI Data Manager, RT, Microsoft Publisher and Print Shop.) Good communication skills to effectively communicate with dealers, consumers and internal teams. Ability to clearly communicate in the English language, both over the phone and in writing. Ability to perform basic repairs to products. Demonstrated organizational skills. Proficiency in performing general administrative support functions such as filing and creating documents and spreadsheets. Ability to develop and maintain successful working relationships with customers and co-workers. Extended periods of standing, data entry and phone work. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities