Technical Service Representative

About the role

This position provides after-sales support to customers and dealers with the diagnosis of technical issues and the supply of repair procedures. Other duties include the authoring of service and product upgrade bulletins, and the execution of training to customers, dealers, and the Super Products rental store organization.

Responsibilities

• Provides technical after-sales phone support to customers, dealers and Super Products personnel.
  • This could entail troubleshooting and diagnosing of service issues, including mechanical, electrical or hydraulic failures with vacuum trucks in the field.
• Captures and analyzes service case data to identify product failure trends and identify corrective actions.
• Engages with suppliers as required.
• Works closely with engineering and manufacturing in analyzing service case data to identify product failure trends and identify corrective actions.
• Participates in reviews of open service cases with members of the customer service team, engineering, manufacturing, and other Super Products' personnel to identify next steps and actions to address open issues.
• Works closely with engineering and manufacturing in analyzing service case data to identify product failure trends and identify corrective actions.
• Ensures that repairs have been completed and the customer and or dealer is satisfied.
• Maintains regular contact with customers and dealers on all open cases.
• May visually inspect and/or disassemble parts for possible warranty consideration.

Requirements

• Possess excellent interpersonal skills and can effectively decompress pressure situations.
• Easily builds rapport with customers.
• Must be an active listener with the ability to ask questions that remove ambiguity and make situations clear.
• Uses a data-driven analytical approach to decision-making with the right balance of customer empathy.
• Knowledge of industrial vacuum equipment.
• High mechanical, electrical, and hydraulic aptitude is required.
• Must be able to read and analyze electrical and hydraulic prints and schematics.
• Understand mechanical, hydraulic and electrical theory necessary to solve customer issues.
• Communicate clearly and concisely, written and verbal, in person and via audio and visual media.
• Strong presentation skills, both in putting together the right material with the right flow for a given audience but also in presentation skills.
• Be able to prioritize work schedule, work under pressure, and meet goals/objectives.
• Comfortable multi-tasking several customer cases a day in conjunction with the other responsibilities assigned to this role.
• Good leadership skills required, ability to problem solve, persuade and motivate is essential.
• Able to use basic hand and power tools, multi-meters and a test light.
• Strong computer skills. Must be able to demonstrate strong skills in EXCEL, WORD, and PowerPoint.

Qualifications

• Technical degree preferred in the mechanical or electrical field.
• Plus five (5) years’ experience in technical service, electrical and/or mechanical field.

Skills

• Excellent interpersonal skills.
• Data-driven analytical approach.
• Active listening and question-asking abilities.
• Understanding of mechanical, electrical, and hydraulic systems.
• Communication skills (written and verbal).
• Strong presentation skills.
• Ability to prioritize tasks and work under pressure.
• Basic hand and power tool usage.
• Computer proficiency (EXCEL, WORD, PowerPoint).

Benefits

• Day 1 Medical, Dental and Vision Insurance.
• Profit Share.
• Company provided uniforms.
• New, clean, safe facility.
• Growing, successful company.
• Full, comprehensive benefit package including:
• Matching 401K.
• Paid Holidays, Sick Time and Vacation.
• Gym membership reimbursement.
• Company paid life insurance, STD and LTD.
• Education assistance and dependent scholarship programs.

Pay

• TBD.

Schedule

• Not specified.