Bilingual Customer Resource Technical Advisor,

Stanley Black & Decker
Mississauga
Workplace: RemoteFull time55,000 - 65,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Composure","Flexibility","Customer-focused support"]

Provide in-depth post-sales and installation/operation/service technical support to independent retail customers, dealers, distributors, and retailers for MTD outdoor power equipment. Troubleshoot product issues, determine parts needed, handle warranty claim processing, and route customers to the nearest servicing dealer. Maintain service dealer records across MAPICS, the Dealer Portal, and Salesforce while monitoring and expediting part orders as required.

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Stanley Black & Decker
Stanley Black & Decker
6 days ago

Bilingual Customer Resource Technical Advisor,

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Provide in-depth post-sales and installation/operation/service technical support to independent retail customers, dealers, distributors, and retailers for MTD outdoor power equipment. Troubleshoot product issues, determine parts needed, handle warranty claim processing, and route customers to the nearest servicing dealer. Maintain service dealer records across MAPICS, the Dealer Portal, and Salesforce while monitoring and expediting part orders as required.
Location: Mississauga
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide independent retail customers, service dealers, distributors, and retailers with in-depth technical advice and post-sales support for installation, assembly, operation, and servicing of MTD outdoor power equipment.
  • •Direct customers to the nearest servicing dealer to purchase MTD products.
  • •Determine required make, year, type, or part to facilitate repair and troubleshoot issues reported by dealers, retailers, or consumers.
  • •Investigate whether a part/unit is under warranty and process warranty claims.
  • •Enter part orders into the system, monitor order status, expedite orders when required, and maintain service dealer records across MAPICS, Internet, Dealer Portal, and Salesforce.

Pay and Benefits

Salary: 55,000 - 65,000 annually
Perks:Gym Membership

Key Requirements

  • •Post-secondary diploma or certificate in the Trades (preferred).
  • •Experience repairing, selling, or working for a manufacturer of small combustible engines or power equipment (strong asset).
  • •Customer service experience or experience as a manufacturer technical advisor (strongly preferred).
  • •Bilingual (French/English) skills in both written and spoken communication (strong asset).
  • •Strong ability to handle multiple tasks in a high call/systems volume environment while maintaining composure.
Experience:Outdoor power equipment
Skills:ComposureFlexibilityCustomer-focused support
Languages:FrenchEnglish
Tech Stack:ExcelWordCRMMapics AS400MAPICSInternetDealer PortalSalesforce

Company Brief

Stanley Black & Decker
Designs and manufactures hand tools, power tools, storage products, and industrial equipment for professional, industrial, and consumer customers. The company also provides engineered fastening, security, and infrastructure solutions through a portfolio of well-known brands.
Industry: Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New Britain, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
Website