OVERVIEW: The Technical Support Representative will be primarily involved with providing telephonic support, regarding the service, repair and preventative maintenance of Handicare, Span, & Savaria products throughout NA. This position will also work closely with Quality, Engineering, & our Service organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide support in the North American technical phone and email queues.
- Troubleshoot technical issues on the phone with technicians and clients
- Maintain computerized information systems and participate in their development to improve efficiency within the department.
- Performs administrative duties appropriate to the activities of the customer service department.
- Manage data input of the RMA and Repair processes according to internal policy.
- Follow up and make scheduled call backs to clients.
- Interact with clients to provide and process information in response to inquiries, concerns, products, and service
- Additional responsibilities as requested or required by management.
SUPERVISORY RESPONSIBILITIES:
- This position has no supervisory responsibilities.
COMPETENCIES:
- Identifies and resolves problems in a timely manner
- Self-motivated, proactive, and able to multi-task with multiple work orders and deadlines
- Proven field service experience
- Ability to work effectively as part of a team and independently with minimal direction
- Ability to troubleshoot, test, repair, and service technical equipment
- Ability to work flexible shifts and to adapt to changing working schedules as required
- Able to read and interpret written information
- Customer centric mindset and advocacy on their behalf
- Able to deal with frequent change, delays or unexpected events.
- Is consistently at work and on time.
- Follows instructions, responds to management direction
- Takes responsibility for own actions
- Observes safety and security procedures
- Determines appropriate action beyond guidelines
- Incorporates a process improvement mentality
- Reports potentially unsafe conditions
- Uses equipment and materials properly
- Ability to interpret technical manuals, shop drawings, and exploded diagrams
LANGUAGE SKILLS:
- Ability to read and comprehend instruction, correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one on one and small group situation to customers, clients, and other employees of the organization.
EDUCATION, EXPERIENCE & TRAINING:
- High School Diploma or general education degree (GED); and 3 to 5 years of related experience and or training; preferably in building construction, mechanical, electrical, and plumbing methods.
CERTIFICATES, LICENSES OR REGISTRATIONS:
- Valid U.S. Driver's License.
COMPUTER SKILLS:
- Proficiency in Windows applications, Microsoft Word, Excel, PowerPoint and Outlook is required. Proficiency in ERP software, preferably in Microsoft Dynamics (AX12).
PHYSICAL DEMANDS:
- The employee may frequently stand, walk, climb, stoop, kneel or crouch during shift. Employee will be required to regularly use hands to finger, handle, feel and reach with hands and arms. Employee must be able to regularly lift, push, pull and or move up to 50 lbs.
WORK ENVIRONMENT:
- This position works in an environment with loud noise levels. This position may frequently work near moving parts, be exposed to vibration, and be exposed to airborne particles & dust.
TRAVEL:
- This position may travel up to 10% of the time
EOE/M/F/D/V
Handicare/Span provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.