Responsibilities:
- Manage high volume of inbound and outbound phone calls and emails from dealers, representatives, end-users, etc., who may have a technical issues with the Company’s product
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Perform troubleshooting and problem solve via phone or email for all of our fan product lines
- Deliver exceptional service with each customer interaction
- Build sustainable relationships and engage customers by going the extra mile
- Meet personal/team qualitative and quantitative targets as established by the Customer Service and Technical Support Manager
- Process return good authorizations, assess returned products and determine final disposition
- Occasionally assist customer service team with order entry
- Assist other company personnel with questions related to all technical aspects of company product
- Perform hands on testing / troubleshooting with new and existing products
- Periodically assist with product display, product prototypes, and customer returns installations at company headquarters
Requirements of Product Technical Support Representative:
- Identifies and resolves problems in a timely manner
- Works well in group problem solving situations; and uses reason even when dealing with emotional topics
- Speaks clearly and persuasively in positive or negative situations
- A significant portion of the job requires the employee to sit at their desk at a computer however the employee will occasionally be required to climb a latter, lift boxes up to 35-40lbs, and work with tools
- One year certificate from college or technical school; or six months experience in a demonstrated role where technical engineering implementation skills and customer support were essential to the operations of the business is required; or equivalent combination of education and experience
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Experience working in a manufacturing environment is preferred
- Computer software skills required include: Microsoft Outlook, Word, Excel, PowerPoint and Adobe
- Ability to operate a printer, copy machine, scanner and other office equipment is desired
- Strong phone and verbal communication skills along with active listening
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
- Ability to speak effectively before groups of customers or employees of the organization
Compensation:
- $17 an hour
Shift:
8am-6pm Mon-Fri
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