Technical Service Representative

 

 

JOIN THE WAGNER FAMILY

Thank you for your interest in Wagner. We always have our eyes open for talented people who want to learn, grow and expand their capabilities with Wagner.

 

Wagner is small enough that you matter and large enough for you to make a difference.

Wagner Spray Tech believes that people represent a company's most important asset. At Wagner, we strive to create an organization where everyone participates and efforts are focused toward continuous improvement. These improvements are driven by dedication, teamwork, and the innovation of the Wagner family.

 

Our company participates in the US government's E-Verify process. In addition, all offers of employment are contingent on a drug test and background check.

 

 

Position Objective

Asist 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.

 

Schedule- Monday-Friday 8:30am-5:00pm (Hybrid- 2 days a week in office base schedule) 

 

 

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
• 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.