Job Title: Technical Service Representative

Job Description

Join our dynamic team as a Technical Service Representative, where you will engage with customers via a telephone call-center to provide exceptional product installation and service information. You will perform troubleshooting diagnostics on our products, guiding customers on proper functioning through detailed reviews of engineering drawings and dimensions. This role requires working in a fast-paced environment, multitasking with computer software during customer interactions, and continuously improving through data analysis.

Responsibilities

• Maintain proficiency in product knowledge and troubleshooting to instruct customers effectively.
• Respond promptly and professionally to incoming customer calls and emails in a telephone queue.
• Perform troubleshooting diagnostics on company products via telephone.
• Address complaints concerning product performance and refer service failures to designated departments for further investigation.
• Process parts orders by completing telephone and online requests.
• Return calls from customer messages promptly.
• Perform clerical duties to support customer satisfaction.
• Utilize problem-solving skills and make decisions for Tier 1 Technical Service Representatives on product concerns under $10,000.
• Work efficiently in a fast-paced environment while multitasking using computer software during customer discussions.

Essential Skills

• Mechanical and electrical knowledge.
• Proficiency in computer operations and Microsoft Office Suite.
• Experience in a call center environment.
• Bachelor's degree in a business-related field is a plus.
• Six Sigma Green Belt certification is a plus.
• Ability to read, analyze, and interpret technical procedures and business correspondence.

Additional Skills & Qualifications

• Associate Degree in a business-related field or equivalent work experience.
• 3 years of customer service experience is required.
• Customer service experience in a call-center is a plus.
• Ability to use a multi-meter is a plus.
• Ability to create business-level written correspondence and verbally present information to customers.
• Job-related software skills, including MS Office, and the ability to operate a variety of standard office equipment.

Work Environment

The work environment is a call center setup where each representative has their own cubicle and a wireless headset. The office is equipped with our products for easy reference during troubleshooting calls, ensuring that representatives can assist customers effectively while maintaining a professional and organized workspace.