Axios Professional Recruitment is looking for a customer service technician
REPORTS TO: Customer Care Manager
BASIC FUNCTION: To provide continuous telephone and e-mail support of technical and warranty service-related issues for our customers (end-users, dealers, distributors and service centers).
ESSENTIAL DUTIES:

• Provide diagnostic resolution to service issues in the field.
• Capture service call information and perform associated tasks resulting from these calls.
• Communicate company warranty and repair policies.
• Respond to requests pertaining to both service and public website.
• Provide service support for manufacturing, purchasing, and engineering.
• Daily communication with Technical Support Leader.
• Responsible for navigating through the company data & service base system accessing technical information.
• Order Entry.
• Provide help to locate service agents and distributors on-line.
• Performs other duties as assigned.
• Occasionally, repair appliances in the home, lab or dealer store as required.
• Performs other duties as assigned.

QUALIFICATIONS:

• Degree in HVAC with emphasis in Refrigeration preferred
• Experience in field service – an asset would be experience with gas, electric or wood burning appliances (ranges, refrigerators, dishwashers)
• Experience with working with a database management system and customer service.
• Proficient diagnostic and problem-solving abilities.
• Phone etiquette skills and experience with answer inquiries by email.
• Ability to communicate detail verbally and/or in written form
• Strive for continuous improvement in customer service and company goals.
• Technical skills to support problem resolution with Service Company.
• MS Office Suite (Word, Excel), Outlook.
• Ability to work shifts and hours mandated by management and to pass a drug screen