Technical Services Representative

About the role

The Technical Service Representative (TSR) at Standex Scientific is responsible for providing technical telephone support on Horizon medical grade refrigerators and freezers. This position involves assisting customers, sales representatives, and facility maintenance personnel with product inquiries and technical issues.

Responsibilities

• Respond to customer and sales representative product inquiries via telephone (medium-volume) and email.
• Provide technical support on refrigeration equipment during product selection, installation, operation, and maintenance, and product application.
• Dispatch service calls with independent field service organizations.
• Determine root cause, action taken, and repair of all service-related issues.
• Accurately document all service events in IssueTrak and ensure that records are concise and clearly record actions taken as part of the support engagement.
• Identify needed spare parts and complete VOF forms using accurate part numbers.
• Maintain and support customers and the sales representatives throughout North America; responding to product issues and establishing rapport by phone, fax, e-mail or mail.
• Aid in coordinating and presenting the technical aspects of training for new personnel and outside sales representatives.
• Work with Sales, Marketing, and Executive Management to keep product information up to date.
• Utilize computer information systems for purposes of data retrieval and order entry.
• Attend professional workshops and seminars as assigned.
• Periodically promote Horizon Scientific at trade shows, distributors' national sales meetings, and other training events.

Requirements

• Bachelor of Science Degree, Associate’s Degree, and/or a Technical or Trade Certification preferred.
• Any courses in refrigeration, HVAC or Electronics would be a plus.
• Possess a good speaking voice, pleasant phone personality, and ability to make judgment calls and decisions.
• Good computer skills required. Knowledge of MS Office products is necessary.
• Must be organized, detail-oriented, and able to follow multi-step processes and easily take direction.
• Prefer the ability to work without direct supervision and independently pursue assignments with maximum problem-solving resolve.
• 3 years’ experience in customer service, technical service, or sales is preferred.
• Must be able to lift 50 lbs and possess knowledge of machines and tools.

Qualifications

• Must have a valid driver's license and reliable transportation.
• Must be able to travel occasionally (less than 10%) to assist customers with more complex issues that are not readily resolved over the telephone.

Skills

• Excellent verbal and written communication skills.
• Ability to work independently and solve problems effectively.
• Strong organizational and attention to detail skills.
• Knowledge of refrigeration, HVAC, and electronics.

Benefits

• Comprehensive health insurance coverage.
• Flexible work schedule.
• Professional development opportunities.
• Employee discounts on Horizon Scientific products.

Pay

• $20 - $25 per hour based on experience.

Schedule

• Full-time position.
• Variable schedule to accommodate customer needs.