Technical Service Rep I

About the role

Provides technical assistance, troubleshooting, and support for Customers, End Users, and District Sales Managers. Responds to customer phone calls regarding technical and troubleshooting questions, product-related inquiries, warranty, and repair issues. Acts as the first contact for quality assurance and complaint calls, ensuring timely resolution by disseminating them to the proper channels. Delivers professional customer service to achieve high customer satisfaction.

Responsibilities

• Technical Support (70%):
  • Answer internal and external technical, troubleshooting, product, repair, warranty, and quality-related telephone calls and emails.
  • Assist District Managers with field installations by phone.
  • Support Product Manager and Applications Engineer with special projects and product developments.
  • Provide customers with information to solve product application inquiries, problems, or complaints and assist in making product decisions to ensure satisfaction.
  • Promote company products and goodwill.
  • Assist customers in understanding company policies and procedures.
  • Deliver value-added customer service.
  • Escalate technical support issues as required.
• Quality Assurance and Warranty Administration (15%):
  • Act as a liaison for all quality assurance questions and issues.
  • Communicate and delegate quality-related issues based on the Quality Assurance flow chart.
  • Ensure follow-up and escalate open quality assurance issues as necessary.
  • Capture data related to product performance, reliability, or functional issues.
  • Support the corrective action process for product performance or reliability issues.
  • Provide updates on Instruction Manuals to Product Management.
  • Assist with other customer service duties as needed.

Requirements

Education: Associate’s degree in a technical field (mechanical, electrical, or automotive technology) or relative work experience.

Experience: Minimum of 2 years in Technical Services, Quality Control, or Customer Service.

Skills

• Full understanding of customer service philosophy and procedures.
• Willingness to take ownership of inquiries and provide resolution.
• Ability to be persuasive while prioritizing customer satisfaction.
• Ability to learn products and markets quickly.
• Strong planning, organization, and multitasking skills.
• Analytical problem-solving and issue-resolution abilities.
• Excellent oral and written communication skills.
• Strong listening skills and high attention to detail.
• Demonstrated leadership ability.
• Ability to interact with all functional areas and organizational levels.
• Strong awareness of business etiquette and cultural differences.
• Professional telephone manner to enhance customer relationships.
• Team-oriented mindset to support fellow representatives.
• Proficiency in MS Outlook, Word, and Excel.
• Working knowledge of ERP and CRM systems (training provided).
• Capability to learn new software.

About Nilfisk

Nilfisk is a world-leading provider of professional cleaning equipment and services, founded in Denmark in 1906. With approximately 4,500 employees across 45 countries and products sold in over 100 markets, we are committed to developing sustainable cleaning solutions that improve quality of life. We are a proud member of the United Nations Global Compact.

Benefits

• Health, Dental, and Vision Insurance
• Basic and Supplemental Life Insurance
• Critical Illness and Accident Insurance
• Flexible Spending Accounts
• Health Savings Account with Company Contribution
• 401K with Company Match
• Long and Short Term Disability
• Employee Assistance Program
• Legal Plan
• Parental Leave
• Paid Vacation and Sick Time
• Paid Volunteer Day
• Tuition Reimbursement
• Wellness Reimbursement
• Scholarship Opportunities

Pay

The pay range for this position is $0.00–$240,384.62 per hour. The estimated range reflects the expected hourly pay and may include potential bonus incentives such as annual or performance bonuses, sales-related incentives, or overtime. Actual pay may vary based on qualifications, relevant experience, unique skills, education level, certifications, location differentials, and compliance with state or local minimum wage laws.