Technical Service Rep

YOUR BENEFITS

Our benefit package includes:

• Starting at 4 weeks PTO per year
• 401(k) and a company match
• Profit Sharing Medical + Company HSA contribution
• Wellness Program
• Dental
• Vision
• Life Insurance
• Disability
• 6 Weeks Parental Leave
• Long term care insurance
• Tuition reimbursement
• Employee Resource Groups
• On-Site Café
• On-Site Gym

 

Pay: $58,000-70,000 + profit sharing

 

 

Position Objective:

Assist all end-users, distributors, dealers and sales reps on the operation, troubleshooting and resolving of in-field technical service of all products sold through the Contractor market channel.

 

Responsibilities:

• Effectively and efficiently responds to a high volume of Customer Contact that may include phone calls, emails, chat and other forms of customer communication to resolve basic technical and operational problems with end-users, distributors, dealers and sales reps. 
• Uses Service Notifications (SAP) to resolve customer situations including creation of Warranty Orders, Return Orders, and QN’s (Quality Notifications) to assist in quality reporting. 
• Knowledgeable of Titan Technical Service programs and supports Titan Authorized Service Centers with troubleshooting and repair of Titan equipment.
• Support Continuous Improvement by promoting Customer Centricity, is a customer advocate, and pushes for 100% customer satisfaction.
• Other duties as assigned.

 

 

 

Relationship To Others:

95% of all communication is with end users, distributors, dealers, sales reps, and Customer Service team.  May also be in contact with Engineering, Product Management, Manufacturing, Quality and Sales.

 

Dimensions of Position:

Has authority and responsibility to determine if a unit or part is under warranty.  Authorizes the repair or replacement of defective part or unit.  Communicates failures to Quality for corrective action.

 

Qualifications:

 

Education and Experience

 

• Associate’s degree in a mechanical field or related field; and 3 years’ experience in technical service roles or equipment service, troubleshooting, or repair; or an equivalent combination of education, training, and experience as determined by the hiring manager and Human Resources.

 

 

Preferred Qualifications:

• Bilingual in Spanish

 

Knowledge, Skills, and Abilities

• Customer Centric Thinking
• Excellent Time Management skills
• Bilingual Skills (Spanish)
• Requires basic computer skills including Microsoft Word, Excel, and PowerPoint.
• Must communicate effectively in writing and verbally.  Proficient at talking to others to convey information effectively. 
• Requires active listening, speaking, and multitasking skills.
• Must be service oriented with the willingness to actively look for ways to help people.
• A good mechanical aptitude is important combined with visualizing skills.
• Occasional travel may be required.
• Live our Values of: Open, Cooperative, Accountable, Progressive, and Customer Centric.

 

Working Conditions

Work is performed in a standard or home office environment which requires lifting and carrying objects up to 50 pounds frequently. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and phone usage. This position is hybrid, averaging 2 days per week in the office.

 

 

Wagner is dedicated to the ongoing journey of equity, diversity and inclusion. We're proud to be an equal opportunity employer, and committed to building a workplace where