Technical Service Rep I

Provides technical assistance, troubleshooting and support for Customers, End Users and District Sales Managers.  Responds to customer phone calls regarding technical and troubleshooting questions, as well as product related questions, warranty and repair issues.  Responsible for being the first contact for quality assurance and complaint calls and disseminate them to the proper channel to ensure timely resolution.  Ensuring that professional customer service is delivered, and high customer satisfaction is achieved.  Must have the ability to provide technical support for customer and prospect inquiries and when necessary, escalating technical support assistance and resolutions as required.  Ensuring customer technical inquiries and issues are resolved professionally and within established company standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary Responsibility: 70%

        1. Technical Support:

• Answer internal and external technical/troubleshooting/product/repair/warranty/quality related telephone calls and emails coming into the Customer Service department and respond to inquiries as required.
• Assist District Managers with field installations by phone.
• Assist Product Manager and Applications Engineer with special projects and product developments.
• Provide customers with information to solve their product application inquires/problems/complaints and assist customer in making proper product decisions in order to achieve a high degree of product satisfaction.
• Promote company products and goodwill to customers.
• Assists customer with understanding of the company’s policies and procedures.
• Provide value added level of customer service.
• Provide customers with comprehensive information to diagnose and solve their product application inquires/problems/complaints and assist customer in making proper product decisions in order to achieve a high degree of product satisfaction.
• Adhere to administrative policies or rules as they relate to the department.

 Secondary responsibilities:

        2. Repairs: 15%

Assist in the prompt processing of customer calls, fax and email repair orders that are received in the customer service department and respond to customer repair inquiries as required.

• Enter Cases into ServiceMax

Other responsibilities:

         3. Quality Assurance and Warranty Administration: 15%

• Act as a liaison for all quality assurance questions and issues. 
• Communicate and delegate quality related issues to designated person based on Quality Assurance flow chart.
• Ensure follow up and escalate open quality assurance and warranty issues as necessary.
• Capture data related to product performance / reliability or functional issues.
• Support corrective action process on product performance / reliability or functional issues..
• Provide updates on Instruction Manuals to Product Management.
• Assist with other customer service duties on an as needed basis.

MINIMUM REQUIREMENTS

EDUCATION:

Associate’s degree in a technical field, mechanical, electrical or automotive technology, or relative work experience.

EXPERIENCE:

Minimum of 2 years of related Technical Services, Quality Control or Customer Service experience.

KNOWLEDGE & PERSONAL ATTRIBUTES:

• Full understanding of customer service philosophy and procedures.
• Willingness to take ownership of inquiries and provide resolution.
• Ability to be persuasive with customers, keeping customer satisfaction as a guiding factor.
• Ability to learn products and markets quickly.
• Ability to plan, organize, work independently, prioritize responsibilities and manage multiple tasks.
• Ability to analyze problems and solve work related issues.
• Excellent oral and written communication skills.
• Strong listening skills.
• High level of attention to detail.
• Demonstrated leadership ability.
• Ability to interact with all functional areas and all organizational levels.
• Able to represent the company to customers at all levels of management.
• Strong awareness of different etiquette and cultures in a business setting and willingness to learn.
• Good telephone manner to enhance relationships with customers.
• A team player who strives to support fellow Tech and Customer Service Representatives.
• Job involves working in front of computer screen.

COMPUTER SKILLS:

• Proficiency in use of MS Outlook, Word, and Excel