Technical Services Representative

ASSA ABLOY•Phoenix, AZ

19h•Onsite

About The Position

This role involves assisting customers with technical product information and troubleshooting of electromechanical systems. The representative will handle customer complaints, concerns, and issues, provide technical training and mentoring, and interact with other departments. Responsibilities also include assisting with lead times, pricing, change order requests, tracking, and discrepancies in a multi-task work environment. The position requires ensuring phone coverage during business hours, processing inquiries via phone, email, chat, and voicemail, and creating custom wiring diagrams. The role also involves processing information in various computer programs like CRC Dash, JD Edwards, and Microsoft Office, collaborating with other departments to meet customer needs, and improving work procedures using lean manufacturing principles. Documenting quality issues and providing evaluation reports to customers are also key functions. The representative is expected to maintain a high standard of product knowledge and share it with colleagues and customers, while conforming to ISO 9001 & 14001 requirements. Reasonable accommodations will be provided for individuals with disabilities.

Requirements

A minimum of two or more years of technical training in mechanics or electronics as well as strong technical skills.
Two to five years’ experience in a customer service related position, preferably in a manufacturing environment; or equivalent combination of education and experience.
Proficiency in MS Office, spreadsheets, email, and order processing software.
Working knowledge of inventory, manufacturing and database software.
Ability to write reports and business correspondence in English.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, technicians, and assemblers in English.
Excellent written/oral communication, organizational and customer service skills.
Solid mechanical aptitude including an understanding of electronics, circuits and proficiency with equipment such as a voltmeter.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentage.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

Assist the organization with establishing practices that align with ISO requirements.

Responsibilities

Ensure and provide phone coverage for set business hours.
Communicate with customers to answer their inquiries and solve all issues that may arise.
Process incoming phone inquiries, emails, chats and voice mails.
Process Return Merchandise Authorizations as needed.
Create and provide custom wiring diagrams for customers and assist in recommending needed parts for door locking applications.
Process information in appropriate computer programs as required (CRC Dash, JD Edwards, Microsoft Office programs).
Work with other departments as needed to ensure that we meet our customer needs.
Operate within and help to improve work procedures for Tech Support using lean manufacturing principles.
Document quality issues through provided software and provide evaluation report to customer’s as needed.
Develop and maintain a high standard of product knowledge, sharing that knowledge with Sales Reps, Customers, Team members and other Employees.
Conform with the organizations ISO 9001 & 14001 requirements.
Perform other duties or projects as assigned.