Technical Service Representative

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.