Technical Service Rep

CTB, Inc. • Des Moines, IA

1d • Hybrid

About The Position

As the Technical Service Representative, you will create, prepare and provide product training, trouble-shooting, and support (both onsite and remote) to customers, dealers, and other stakeholders to maintain customer satisfaction while also growing the business.

Requirements

• Associates Degree or 2-year Certificate in a Technical field; or an equivalent combination of coursework and technical/mechanical experience.
• 2+ years of technical experience in diagnosing and repairing power units.
• Ability to read and understand CAD drawings.
• Excellent abstract reasoning on handling tough issues from afar.
• Strong analytical and problem-solving skills with an ability to work through technical issues in a systematic way to understand the root cause and create solutions effectively.
• Strong ability to prioritize, organize and plan with a high attention to detail and quality.
• Excellent PC and software skills.
• Excellent written, verbal and presentation skills.
• Excellent customer-focus with an ability to listen, stay calm and respond/educate regarding difficult situations professionally.
• Ability to be agile and flexible with high reliability/dependability to follow-up on issues or travel overnight where needed.
• Collaborative with an ability to network and build partnerships.
• Conceptual thinkers who can take a vision and create better processes and solutions.
• Energetic, honest, and high ethical standards.
• Enjoys collaboration, being a team player, and leading/participating in continuous improvement sessions.
• Ability to sit and operate a motor vehicle as needed for travel in the role
• Ability to sit at desk for 5+ hours per day
• Ability to operate keyboard and view computer screen for majority of day 5+ hours
• Ability to write ideas/information in a logical flow for 5+ hours per day
• Ability to read and respond on an on-going basis daily due to nature of the work, throughout the day
• Ability to communicate with others via phone, in-person, and computer on-going
• Ability to listen to customers, problem-solve, and respond accordingly
• Ability to read, write and speak English fluently
• Ability to sit, stand, walk, bend, reach, kneel, squat, twist, push, pull, stoop, crouch, and carry items frequently
• Lifting up to 30 lbs. sporadically

Nice To Haves

• Circuitry and control networking (remote PLC coding) would also be helpful.
• Being Bilingual would be a plus but not required.

Responsibilities

• Prepares and provides product training to dealers, distributors, and builders for effective technical support to enhance their selling, installation, and trouble-shooting abilities.
• Provides technical support on product issues via telephone or in person (on-site or in the field) for the dealers and end users in a timely and effective manner.
• Creates, maintains and updates product manuals on product changes, new products and other information, timely and accurately to provide optimum resource material for customers.
• Manages, maintains and tracks the warranty programs to qualify the warranty process and evaluate trends for corrective action.
• Actively attends trade shows to stay current on trends, support our dealer participants, and network to build/grow relationships and market share.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree