Technical Service Representative

Req No.
2017-1356
Category
Customer Service/Support
Type
Regular Full-Time - RFT

Overview

Serve customers via telephone call-center to provide product installation and service information.  Perform troubleshooting diagnostics on company products and instruct customers on proper functioning by reviewing engineering drawings and dimensions.  Work in a fast-paced environment and multi-task using computer software during customer discussions.  Collect and analyze data for continuous improvement.

Responsibilities

  • Maintain proficiency in product knowledge/troubleshooting and customer instruction
  • Verbally respond promptly to incoming customer telephone calls in a telephone queue and emails
  • Perform troubleshooting diagnostics on company products via telephone
  • Address complaints concerning product performance, referring complaints of service failures to designated departments for investigation
  • Accept parts orders by completing telephone and online requests
  • Return calls from messages left by customers
  • Perform clerical duties that support customer satisfaction
  • Utilize problem solving skills and make decisions for Tier 1 Technical Service Representatives on product concerns that cost less than $10,000
  • Work in a fast-paced environment and multi-task using computer software during customer discussions

Qualifications

Education and Experience: 

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

 

Skills and Abilities: 

  • Read, analyze, and interpret a variety of information, such as technical procedures, business correspondence, and governmental regulations furnished in written, oral or diagram form. 
  • Create business-level written correspondence and verbally present information to internal and external customers. 
  • Requires job related software skills, MS Office and the ability to operate a variety of standard office equipment. 

 

Working Conditions/Physical Demands:

  • Regular office environment.
  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or touch; and talk or hear.  
  • The employee is occasionally required to walk.
  • The employee is required to lift 30 pounds occasionally.

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