Pride Product Support Technician I (8:30am-5:00pm, 9:30am-6:00pm rotation)

Hourly Rate: $21.62 with $5,000 annual bonus potential

DESCRIPTION/JOB SUMMARY

Provide high-quality technical support to Pride providers and consumers by diagnosing product issues, assisting with troubleshooting, and facilitating quotes and order placement while delivering an exceptional customer experience

RESPONSIBILITIES/DUTIES

• Provide product support to providers and consumers by troubleshooting power chairs, scooters, and power lift recliners via phone, email, and/or chat
• Enter and process orders and data received through telephone, web submissions, and fax communications
• Assist providers with adjusting the parameters for handheld controllers
• Promote and support the use of PQ365 by encouraging and training providers to independently create quotes, place orders, and access product information within the system
• Utilize Pride tools such as Live Lens to enhance the support experience by identifying root causes more accurately and reducing incorrect diagnoses and unnecessary parts usage
• Respond to warranty inquiries and assist providers and consumers with issue resolution
• Identify opportunities to improve customer satisfaction and communicate recommendations to management
• Report service complaints that qualify as Quality Concerns to the Regulatory and Compliance team (including incidents involving injury or property damage)
• Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management 
• Complete the annual CTPAT Security Training
• Focus on continuous improvement, and consistently demonstrate good business judgment 
• Work effectively with all Pride departments to exceed internal and external expectations
• Pride retains the discretion to modify duties and/or assign other duties as necessary

  REQUIRED SKILLS

• Must be a team player, friendly, professional, empathic, detail-oriented, and honest

  Must have the ability to: 

• Multi-task, problem-solve, and prioritize in a fast-paced working environment
• Read and comprehend work instructions

  Must have: 

• Relentless drive to achieve advancement and continuous improvement
• Professional telephone communication skills
• Excellent verbal and written communication skills
• Basic working knowledge of Microsoft Office Word and Excel

  PREFERRED SKILLS

• Ability to Push/Pull/Lift 25 lbs. preferred
• Bilingual in English and Spanish (ability to fluently speak/read/write) preferred

  REQUIRED EXPERIENCE

• At least 1 year of experience using basic hand tools, including a screwdriver, wrench, socket set, and impact drill

  PREFERRED EXPERIENCE

• At least 1 year of hands-on mechanical and/or electrical experience supporting design, manufacturing, or technical environments preferred
• Current or previous successful employment experience with Pride Mobility Products Corporation preferred

  REQUIRED EDUCATION

• High School Diploma or GED

  PREFERRED EDUCATION

• Associate degree in electronics, technical studies, biomedical technology, or a related field preferred

  REQUIRED QUALIFICATIONS

• Must be legally authorized to work in the United States without sponsorship now, or in the future

  DETAILS

• This job description is not intended to be all-inclusive
• In exceptional circumstances, some of the physical requirements of this position may be modified or eliminated as a reasonable accommodation for a person with a disability as defined by the Americans with Disabilities Act

  Pride Mobility Products®/Quantum Rehab® is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, physical or mental disability, protected Veteran status, age, or any other characteristic protected by federal, state, or local law. 

• Pride Mobility Products®/Quantum Rehab® is an Affirmative Action Employer with obligations under VEVRAA and Section 503 of the Rehabilitation Act of 1973 for protected veterans and individuals with disabilities.

  If you are a person with a disability, a disabled veteran, or require a reasonable accommodation or assistance in completing an application for employment, please contact our human resources department at 1-800-800-8586 x1250.