Customer Support Tier III Lead

We are seeking a highly skilled and experienced Customer Support Tier III Lead to manage advanced support cases, oversee warranty claim processing, document customer interactions, and lead the operational and escalated support efforts for the Westinghouse Outdoor Power Service Center network.

Key Responsibilities

• Act as the primary technical escalation point for complex customer support issues and warranty claims.
• Manage and provide leadership to the Westinghouse Service Center network, ensuring adherence to company policies, procedures, and standards.
• Serve as the primary escalated liaison representing Westinghouse Outdoor Power to Service Centers, offering technical guidance, training, and mentorship to drive service quality and customer satisfaction.
• Document, track, and resolve customer issues, maintaining detailed case management records and providing timely follow-up as necessary.
• Collaborate across multiple internal departments, including technical support, logistics, sales, and product management to ensure efficient resolution of customer inquiries and technical issues.
• Develop, analyze, and report on key performance indicators (KPIs) related to service center performance, warranty claims management, and customer support metrics.
• Coach and support customer service agents through performance feedback, training, and process reinforcement.

Qualifications & Skills

• Strong knowledge of small engines and electrical systems.
• Extensive customer service experience, particularly in a leadership or supervisory role.
• Proficient verbal and written communication skills.
• Proven ability to effectively lead and support a network of service centers.
• Experience in warranty claim processing and technical support documentation.
• Ability to multitask effectively in a fast-paced environment.
• Previous experience managing KPIs and providing constructive team feedback.
• Familiarity with product regulatory compliance standards (e.g., EPA, CARB, CSA).
• Demonstrated capability in handling escalations and resolving conflicts diplomatically.
• Ability to develop and refine customer service processes and workflows to enhance efficiency.
• Understanding of inventory management and logistics processes, especially related to parts and warranty claims.
• Technical documentation experience, including creating troubleshooting guides, and SOPs.
• Ability to represent the company professionally in interactions with external partners
• Strong customer-centric approach and commitment to enhancing customer experience.
• Ability to troubleshoot and interpret technical schematics and diagrams.

Compensation Package 

• Strong benefits 
  • Multiple medical plans including HSA availability with company contributions
  • Company paid disability & life insurance coverage  
  • Generous 401k matching 
• Competitive pay  

Work Environment: 

• Casual atmosphere/dog-friendly environment 
• This position operates in an office setting with occasional requirements for travel, meetings, or site visits. Standard work hours apply, but flexibility may be needed based on organizational needs.  

Equal Opportunity Employer Statement: 
Westinghouse is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.