Technical Service Representative

MRA Recruiting Services•Menomonee Falls, WI

15d•$20 - $25

About The Position

This is a role within Multi-Fab Products’ Customer Experience and Technical Support group. A successful incumbent will assist customers via email and phone to identify individual parts and explain their functions, and delegate transactional entries to Tech Support Assistants to streamline departmental efficiency. Requires 2+ years of related experience and a minimum of a High School Diploma or GED.

Requirements

2+ years of related experience
High School Diploma or GED
Strong computer software skills and ability to use spreadsheets, databases, word processing applications, email, ERP System, IOT etc. daily with efficiency
Excellent communication skills- verbal, telephone, in-person, and written

Nice To Haves

Technical school or associates degree controls aptitude and troubleshooting
Experience in a technical service environment
Ability to read and understand blueprints, schematics, manuals, bulletins and other specifications
Understanding of electronics, electrical field wiring and control wiring

Responsibilities

Assist customers via email and phone in identifying individual parts and explaining their functions.
Delegates transactional entries to Tech Support Assistants to streamline department efficiencies.
Utilizes our vast OEM owner's manual library to identify parts through the process of elimination across all makes and models of dock and door equipment.
Produce quotes for customers on the full range of dock equipment parts.
Accurately diagnose product issues using customer input, technical drawings, owners' manuals and reference data.
Contributes to team discussion of problem-solving sessions.
Exercises a nature of curiosity to further understand the aftermarket nature inside the dock and door industry.
Prepares formal quotes for customers that are accurate and thorough, preparing the way for a successful order process for technical support assistants.
Execute standard procedures to keep a consistent service level for our dealers.
Crosstrain into other departments for a holistic understanding of the organization's processes.
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
Protect Chamberlain Group’s and Multi-Fab’s reputation by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
Contribute to the team effort by accomplishing related results and participating on projects as needed.