Pride Product Support Technician I (8:30AM-5PM; 9:30AM-6PM Rotation)

Pride Mobility & Quantum Rehab•Duryea, PA

3d•Onsite

About The Position

Provide high-quality technical support to Pride providers and consumers by diagnosing product issues, assisting with troubleshooting, and facilitating quotes and order placement while delivering an exceptional customer experience.

Requirements

Must be a team player, friendly, professional, empathic, detail-oriented, and honest.
Ability to multi-task, problem-solve, and prioritize in a fast-paced working environment.
Ability to read and comprehend work instructions.
Relentless drive to achieve advancement and continuous improvement.
Professional telephone communication skills.
Excellent verbal and written communication skills.
Basic working knowledge of Microsoft Office Word and Excel.
At least 1 year of experience using basic hand tools, including a screwdriver, wrench, socket set, and impact drill.
Must be legally authorized to work in the United States without sponsorship now, or in the future.

Nice To Haves

Ability to Push/Pull/Lift 25 lbs. preferred.
Bilingual in English and Spanish (ability to fluently speak/read/write) preferred.
At least 1 year of hands-on mechanical and/or electrical experience supporting design, manufacturing, or technical environments preferred.
Current or previous successful employment experience with Pride Mobility Products Corporation preferred.
Associate degree in electronics, technical studies, biomedical technology, or a related field preferred.

Responsibilities

Provide product support to providers and consumers by troubleshooting power chairs, scooters, and power lift recliners via phone, email, and/or chat.
Enter and process orders and data received through telephone, web submissions, and fax communications.
Assist providers with adjusting the parameters for handheld controllers.
Promote and support the use of PQ365 by encouraging and training providers to independently create quotes, place orders, and access product information within the system.
Utilize Pride tools such as Live Lens to enhance the support experience by identifying root causes more accurately and reducing incorrect diagnoses and unnecessary parts usage.
Respond to warranty inquiries and assist providers and consumers with issue resolution.
Identify opportunities to improve customer satisfaction and communicate recommendations to management.
Report service complaints that qualify as Quality Concerns to the Regulatory and Compliance team (including incidents involving injury or property damage).
Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management.
Complete the annual CTPAT Security Training.
Focus on continuous improvement, and consistently demonstrate good business judgment.
Work effectively with all Pride departments to exceed internal and external expectations.
Pride retains the discretion to modify duties and/or assign other duties as necessary.