Technical Service Representative

Responsibilities

• Work with customers/employees to investigate customer issues, identify solutions, advise customer, and providing resolution
• Provide support to customer/users where the product is highly technical and sophisticated in nature
• Analyze issues and problems of high complexity, exercising excellent judgment in finding solutions to problems and issues with installed garage door access systems
• Affords assistance in the successful resolution of service escalations
• Reports design, reliability and maintenance, and production problems to Quality, design engineering, production, and systems (IT) support
• Might be involved in customer installations and/or training

Qualifications

• A strong technical background with the ability to explain complex information in simple, clear terms to Customers and other employees
• An ability to assess each customer specific field issue by accessing records including but not limited to (Original sales records, production work orders, systems generated Bills of materials, engineering drawings, product literature , warranty documents, vendor documents, etc.)
• Interpret and edit routine to complex distributor orders
• Make judgment calls when required to resolve field issues or make recommendations
• Read and understand cut bills and simple to complex shop and engineering and Architectural drawings
• Excellent working knowledge of computer systems in including CAD/Solid Works and excel as well as the ability to create PDF Files for external dissemination
• Manage argumentative callers and convert conversation into a positive experience
• Good analytical and problematic solving skills
• Understanding of garage door design, configuration, and installation requirements a plus
• Good interpersonal and customer care skills
• Good accurate records keeping
• Ability to travel as needed to troubleshoot field issues (estimated 15% travel)