Technical Service Representative

Job Description

Position Summary
Looking for a dynamic team player that specializes in excellent Technical Service. The Technical Service Representative is responsible for responding to customer and service technical inquiries. Responsibilities as more fully described below, include answering technical questions, processing warranty claims, reporting technical issues, disposition of returned parts and maintaining trouble shooting guides. Works collaboratively with other functional areas to set and meet priorities that support the business strategy. Performs all other duties as assigned.

Key Tasks and Responsibilities
1. Answer technical and parts calls, email inquiries, SMS and Chat from customers and field service personnel.
2. Assist in processing service claims and parts returns for warranty.
3. Report technical and parts issues to appropriate departments to ensure customer satisfaction when seeing trends in product
4. defects.
5. Review and help produce quality manuals and troubleshooting guides for customers and field service technicians.
6. Stay up to date with our equipment in order to provide good customer service.
7. Process parts orders and return authorizations for customers and part distributors.
Specialized Skills, Knowledge, and Abilities – Include Certifications, Licenses, and software and/or equipment used to perform the job
• Demonstrates knowledge of operating computer systems such as AX, and phone system on a consistent basis.
• Ability to sit for long periods of time.
• Proficiency in Microsoft Office Suite with strong Computer Skills.
• Ability to effectively coordinate day-to-day responsibilities.
• Good oral and written communication skills
• Knowledge of refrigeration or HVAC process
• Positive attitude
• Ability to work well with others
• Must be an organized individual, strong follow-up is a must
• Customer service skills a must

% Travel Required None
Describe physical demands that must be met by the employee to successfully perform the job functions
• Normal office environment. May be required to occasionally lift up to 35lbs.
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