What are the responsibilities and job description for the Technical Service Representative - Portable Equipment and Tools position at Chicago Pneumatic Tool Company LLC?
As a Technical Service Representative, your responsibilities include giving technical support, processing warranty claims, and delivering training for all Power Technique North America Multibrand products. Additionally, you will give feedback from distributors and other customers and share it with Product Companies for continual product improvement. You will report to the Vice President/Business Line Manager for Multibrand Service.
Key Responsibilities include:
- Serve as a technical support specialist for all Power Technique Multibrand product offerings.
- Offer timely technical service support to our external and internal customers through various channels of communication.
- Provide onsite troubleshooting, as needed.
- Oversee warranty processing: Manage all aspects of warranty claims to ensure they are resolved accurately and promptly, following company policies and procedures. This role also supports the capital equipment department's KPIs related to warranty recovery.
- Work collaboratively with product company engineering and technical support to quickly resolve quality issues.
- Work with product companies and local vendors to recover costs associated with product quality issues that are covered under warranty.
- Develop and provide technical service training for company and distributor service teams.
- Provide a high level of customer service.
- Develop rapport with customers through effective communication, interpersonal skills, and professionalism.
- Train and assist other technical service representatives and service technicians.
- Provide technical support during evening and weekend hours on a rotating "on call" schedule.
- Participate in company planned training as required.
- Work to understand and utilize information and communication systems and tools, such as e-mail, SAP, and Microsoft Office software.
- Serve as a backup for team members during their absence, stepping in when requested or as circumstances require.
- Perform other duties as assigned.
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
A High School diploma or GED is required. Two to three years technical field or shop service maintaining and repairing power equipment (such as Chicago Pneumatic or Atlas Copco products) is required.
Desired skills:
- Demonstrated expertise in the maintenance, overhaul, and repair of a wide vareity of products such as handtools and compressors.
- Advanced knowledge of products within your assigned product line, as well as working knowledge of other product lines supported by the Company.
- Competence with high and low voltage electrical control systems is required.
- Knowledge of portable industrial equipment repair and maintenance.
- Strong mechanical and electrical skills.
- A basic level of understanding and competence with computers and associated systems (Microsoft Office, SAP), business systems, distribution channels, and accounting practices.
- Ability to work independently and be a self-starter.
- Excellent communication skills with a strong customer focus.
- Willingness to grow within the business.
Travel: This role involves moderate travel within the United States and internationally, with an estimated 35% to 45% travel requirement.
In return, we offer- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our office in Rock Hill SC, United States (US).
Contact informationTalent Acquisition Team: Betsy Elizabeth Griffith
Over 110 years of experience
Since 1901, CP has delivered reliability with a deep understanding of customer needs. We are a global manufacturer of high-performance power tools, air compressors, generators, light towers, and hydraulic equipment for professional and industrial applications. Our products are engineered for performance and lasting customer value. People. Passion. Performance. This is our promise.
Chicago Pneumatic Tool Company LLC is an equal opportunity employer and does not discriminate in hiring or employment related decisions because of race, color, sex, religion, national origin, age, disability, sexual preference, genetic information, protected veteran status or any other protected class. Job promotions at Atlas Copco will be based on such factors as quality of work, prior job performance, attendance, safety record, and ability to work well with others. Accessibility Notice: If you need reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: acnacareers.hr@us.atlascopco.com or call 973-397-3400. Reasonable accommodation requests will be considered on a case-by-case basis.