Mechanical Customer Support Representative - Houston Area

Imperial Industrial Supply•Tomball, TX

6d•$22 - $24

About The Position

The Mechanical Support Specialist provides customer support through multiple communication channels, diagnosing mechanical and electrical issues and guiding customers through steps to resolve them. The role supports a range of products, including portable generators and outdoor power equipment, and focuses on delivering an exceptional customer experience. The successful candidate is organized, positive, detail-oriented, and able to build or apply product troubleshooting skills. The position handles inbound and outbound customer requests involving troubleshooting, diagnosis, programming, and parts assistance. It also contributes product-performance information and ideas for improving technical service, and participates in product development, modification, and discontinuation activities.

Requirements

Advanced understanding of electrical and mechanical engine components and how they work.
Ability to read and interpret technical drawings, exploded diagrams, and service manuals.
Understanding of mechanical engines, including experience troubleshooting and repairing small engines.
At least 2 years of customer service experience in a high-volume call center environment.
Ability to cooperate with and support other members of the customer service team.
Excellent verbal and written communication skills.
Comfort typing, navigating the internet, and using multiple software systems.
Ability to multitask, prioritize, and manage time effectively.
Demonstrated proficiency with conferencing and collaboration software such as Zoom, Skype, Microsoft Teams, or Slack.

Responsibilities

Manage a high volume of inbound and outbound calls.
Provide step-by-step product support by phone, email, chat, and other communication platforms.
Diagnose and troubleshoot mechanical and electrical issues with portable generators, guiding customers through resolution.
Handle requests involving troubleshooting, diagnosis, programming, and parts assistance.
Maintain proficiency in product knowledge, troubleshooting, and customer instruction.
Report timely, well-documented information about product performance and potential product concerns.
Suggest ways to prevent or solve technical service concerns, including improvements to operating procedures, product service tools and techniques, technical relations, and product issues.
Participate in the development of new products, modification of existing products, and termination of ineffective products.