Technical Service Representative

The Technical Service Customer Care Representative, provides entry-level technical support for products manufactured by Overhead Door Corp./ Wayne Dalton. This role is the first point of contact for customers/ installers needing assistance with basic product/ installation questions or product/ installation troubleshooting. Works closely with more experienced team members to develop product knowledge and troubleshooting skills. 

• Work with customers to provide support on technical issues, including but not limited to product information, troubleshooting, and installation question/ issues
• Provide customer support through inbound and outbound calls and/or emails.
• Log customer interactions and issues into CRM accurately.
• Learn and interpret basic product manuals and installation guides.
• Provide troubleshooting for door systems, operators, sensors, and control panels.
• Guide installers and dealers through proper installation and setup procedures.
• Escalate and document recurring product issues for continuous improvement.
• Other duties may be assigned as needed by manager.

Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time at their sole and complete discretion.

A minimum of 0-1 years of related work experience is required.

Preferred Experience

A minimum of 1–2 years of customer service or tech support experience is preferred. Experience in the door industry or related fields (mechanical/electrical), field diagnostic tools (multimeters, lift equipment, mobile field service software) and field service experience is ideal. 

Education

A minimum of a high school diploma or GED is required 

Preferred Education

An associate’s degree in engineering or equivalent technical training is preferred. Technical coursework is a plus including a technical certification or trade license (e.g., journeyman electrician, access control certification, etc.).