Merits USA is looking to hire an Mechanical Customer Support Tech to support our electric wheelchairs and scooters. This person is responsible for providing great technical support to field technicians.

The Mechanical Customer Support Tech will help trouble shoot units in the field, help solve customer problems by offering advice, or by offering service/warranty parts. Service support calls will be entered into a customer service ticketing system. The Mechanical Customer Support Tech needs to be comfortable communicating over the phone and through email. Additional duties may include regular follow-up communication (written and by phone) with customers.

Job Responsibilities/Requirements:

• Provides resolution to field technicians and consumers via telephone and/or e-mail
• Leads field technicians through diagnostic troubleshooting to resolve issues
• Helps identifies opportunities for process improvements
• Enter part or warranty orders into the company ERP system
• Solves problems by researching in databases, or other merits departments
• Keep up to date with product and service changes as they occur
• Gather information and determine the issue by evaluating and analyzing the symptoms

Minimum Requirements:

• Mechanical and electrical skills
• Call center experience is helpful but not required
• Professional demeanor that is customer service orientated
• Excellent oral and written communication skills
• Knowledgeable of Microsoft Office applications: Word, or Excel

Physical Demands/Working Conditions:

• Work is performed in a call center, warehouse, and technical room environment
• Must be able to stand, walk, bend, carry, climb, and lift 40lbs
• Contact with internal and external customers and vendors

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required.

Merits Health Products is a equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.