What are the responsibilities and job description for the Customer Service Technician - Pivotal Health Solutions position at Performance Health Holdings, Inc.?
Pivotal Health Solutions is seeking a Customer Service Technician to join our team. In this role, you will provide technical support for Pivotal Health brand products by evaluating customer issues, coordinating repairs and parts, and supporting customers and service technicians via phone and email. This role serves as a key link between customers, service, and engineering to ensure timely resolution and product reliability.
Essential Job Duties & Responsibilities
- Evaluate customer complaints and determine required parts and/or repairs for Pivotal Health brand products
- Provide phone and email technical support to customers and service technicians across all Pivotal Health Solutions divisions
- Respond to incoming customers and dealer calls and emails in a timely and professional manner
- Distribute device schematics, service manuals, and related documentation to customers and service partners as needed
- Interpret blueprints, schematic drawings, layouts, work instructions, and other visual aids
- Interpret technical construction and product specifications
- Propose improvements to engineering standards, policies, or design details to enhance product reliability and serviceability
- Enter parts and cushion orders accurately in QuickBooks
- Address freight claims, shipping damage, and repair-related issues
- Maintain accurate service logs and update records throughout the service lifecycle
- Performs other duties as assigned
Job Qualifications
- High school diploma or equivalent
- 3-5 years of customer service experience in a manufacturing, distribution or technical environment
- Technical aptitude with the ability to understand mechanical and/or electronic components
- Experience providing customer support or technical service assistance via phone and email
- Ability to read and interpret schematics, blueprints, and technical documentation
- Strong problem-solving and diagnostic skills
- Proficient computer skills, including experience with ERP or accounting systems (QuickBooks preferred)
- Strong written and verbal communication skills
- Detail-oriented with the ability to manage multiple service requests simultaneously
- Familiarity with freight claims, warranty repairs, or service operations preferred
Benefits
- Pivotal Health Solutions offers a complete benefits package including 401K, paid time off, paid holidays and healthcare benefits.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Performance Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, and any other characteristic protected by law.