Technical Service Representative

Technical Service Representative

Reports to Technical Service Supervisor

Summary: Provide technical/customer service support to customers and/or third-party service organizations in an efficient and accurate manner over the phone. This position will assist customers in solving basic technical problems and provide support related to AccuTemp products and commercial cooking equipment. The goal is to make sure customer value is maintained to the standards set forth by the company. This is not an IT position.

Essential Duties and Responsibilities

· Receives service requests from end-users, customer care team, sales team, and field technicians reporting equipment service problems. Assists users in solving problems by phone when possible.

· Schedules service call with third-party service agency when user problem cannot be corrected by phone.

· Provides telephone assistance to third-party service agency personnel performing field service or repair.

· Logs all service calls, including third-party service calls, for follow-up and service history purposes.

· Facilitates shipment of repair parts to end-users or third-party service agency, as required, and completes all associated paperwork as required to ensure proper billing, costs accounting, and inventory control.

· Performs all job activities in accordance with training, work instructions, and established company procedures.

· Maintains work area and files in a neat and orderly manner.

· Escalate customer problems concerning the organization’s commercial food appliances or facility as per department procedures.

· Limited travel to customer locations to perform field repairs and/or upgrades to food service equipment. Ability to be out on the road for 1 to 2 days at a time.

· Provide limited online training to customers and servicers as required.

· Comply with Safety Policies and Procedures including regulatory compliance, training, and wearing proper PPE.

· Other related duties as assigned

Education and/or Experience

· Associate degree or equivalent from two-year college or technical school is preferred; or one-year mechanical and/or electronic engineering related experience.

· 1-2 years in a customer service environment (i.e., help desk, call center, etc.). Phone-based experience required. Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

· Experience in inventory control or parts inventory is helpful.

Equipment and Applications

· Working knowledge of personal computer utilizing Microsoft Excel, Word, PowerPoint, and Outlook software.

· Knowledge of Sage 100, Solid Works Composer, Adobe applications such as InDesign, Photoshop, etc. is helpful. Use of digital voltmeters, digital temperature meters, manometers and data gathering equipment would be helpful.

· Use of digital voltmeters, digital temperature meters, manometers and data gathering equipment would be helpful.

· Knowledge of the company’s products and/or food service equipment is helpful.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• New Haven, IN 46774 (Preferred)

Ability to Relocate:

• New Haven, IN 46774: Relocate before starting work (Preferred)

Work Location: In person

Salary : $21