Job Title: Technical Service Representative

Job Description

This position involves providing exceptional service to customers via a telephone call-center, assisting them with product installation and service information. The role requires performing troubleshooting diagnostics on company products, instructing customers on proper functioning by reviewing engineering drawings and dimensions, and multi-tasking using computer software during customer interactions. The candidate will collect and analyze data to ensure continuous improvement in service delivery.

Responsibilities

• Maintain proficiency in product knowledge, troubleshooting, and customer instruction.
• Promptly respond to incoming customer telephone 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 investigation.
• Accept parts orders and complete telephone and online requests.
• Return calls from messages left by customers.
• Perform clerical duties to support customer satisfaction.
• Utilize problem-solving skills and make decisions for Tier 1 Technical Service Representatives on product concerns costing less than $10,000.
• Work in a fast-paced environment and multi-task using computer software during customer discussions.

Essential Skills

• Electromechanical and schematics knowledge.
• Customer service experience.
• Electrical knowledge.
• Ability to read, analyze, and interpret technical procedures and business correspondence.
• Proficiency in MS Office and standard office equipment.

Additional Skills & Qualifications

• Associate Degree in a business-related field or equivalent work experience.
• Bachelor Degree in a business-related field is a plus.
• Six Sigma Green Belt certification is a plus.
• 3 years Customer Service experience required.
• Customer Service experience in a call-center is a plus.
• Mechanical and electrical knowledge and ability to use a multi-meter is a plus.

Work Environment

The role is based in a call center environment, providing employees with their own cubicle and wireless headset. The office is equipped with company products near the cubicles to assist with troubleshooting during customer calls. The work environment fosters comradery among team members and offers great insurance and time off benefits.