TECHNICAL SERVICE REPRESENTATIVE

Position Summary

Partner with Team Leader(s) to make our customers successful by embracing AJA’s Vision. Under the general direction of Team Leader is responsible for providing technical/customer support to customers and service agencies.

Troubleshooting and Support

• Troubleshoots equipment operational, electrical and mechanical problems over the phone.
• Pairs with department team members to complete projects and resolve various customer service related issues.
• Reviews and processes warranty claims, runs warranty reports, and communicates concerns as necessary.
• Prepares and reviews technical support documentation.
• Provides repair services on A.J Antunes equipment in-house, local and Worldwide as needed.
• Acts as a liaison between departments to communicate and disseminate all relevant information (i.e. changes or updates and pro-actively seeks cost effective solutions to meet customer needs).
• Follows-up with customers and partners with technical service team to accurately identify customer equipment issues, prepares remediation plans and provides solutions for correction.
• Ensures effective communication is maintained with all Team Leaders/Members, and adheres to safety policies and procedures.
• Provides technical and operational training to internal and external customers.
• Aids with customer service calls including but not limited to, identifying part numbers for service parts equipment.
• Maintains clean and functional work stations, and troubleshoots equipment as necessary.

Qualifications

• Excellent technical and functional skills.
• Ability to troubleshoot/Electro-mechanical equipment.
• Must be able to professionally communicate with internal/external customers and address complaints, settle disputes, resolve grievances and conflicts.
• Works well independently and makes sound business decisions.
• Proficient with Microsoft Office (Word, Excel, Outlook) required.

Essential Education & Experience

• Minimum High School Diploma and/or G.E.D (Required)
• Associate’s degree in Electronics or equivalent (Preferred)
• 1-2 years related experience in customer support or technical service
• Travel 30% of time
• After hours support (4:30 pm to 8:00 am) – 20% of time
• Work Conditions & Safety

• Physical Demands and Work Environment: The physical demands and work environment characteristics listed here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Physical Requirements: Ability to sit for up to 6-8 hours Must be able to lift/push/pull/carry up to 70 pounds with assistance
• Work environment requires the use of safety equipment to include but not limited to: eye safety goggles, steel toe shoes/boots, and hearing protections while on the manufacturing floor

Benefits

• Health Insurance: Comprehensive medical, dental, and vision coverage.
• Retailment Plans: 401(k) plan with company match to help you plan for your future.
• Employee Wellness Programs: Access to wellness programs, onsite gym, Employee Assistance Program (EAP).
• Life Insurance: Basic and supplemental life insurance options.
• Disability Insurance: Short- and long-term disability coverage.
• Paid Time Off (PTO).