Technical Services Representative

Assa Abloy-posted 7 months ago
Full-time
Phoenix, AZ
Furniture, Home Furnishings, Electronics, and Appliance Retailers
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The Technical Services Representative assists customers in requests for technical product information and troubleshooting of electromechanical systems. This role involves resolving customer complaints, concerns, and issues, as well as providing technical training and mentoring. The representative interacts with other departments and assists with lead times, pricing, change order requests, tracking discrepancies, and performs a variety of duties in a multi-task work environment.

  • 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, including CRC Dash, JD Edwards, and 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 reports to customers as needed.
  • Strive to develop and maintain a high standard of product knowledge, sharing that knowledge with Sales Reps, Customers, Team members, and other Employees.
  • Conform with the organization's ISO 9001 & 14001 requirements.
  • Other duties or projects as assigned.
  • A minimum of two or more years of technical training in mechanics or electronics.
  • Strong technical skills.
  • Two to five years' experience in a customer service related position, preferably in a manufacturing environment.
  • Equivalent combination of education and experience.
  • Proficiency in MS Office, spreadsheets, email, and order processing software.
  • Possess a working knowledge of inventory, manufacturing, and database software.
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