Technical Support Representative

Gallagher•Kansas City, MO

About The Position

We are looking for a Technical Support Representative to join our team in Riverside, MO! This role will provide technical product information, solutions and support to Gallagher customers. Repair and service Gallagher products as well as promote growth of Gallagher North America through daily interaction with customers via outbound and inbound phone calls, emails and other electronic communication methods. Targeted Customer Base: The entire Gallagher North American customer base which consists of dealers and end users. Large ranch and corporate producers, feed yards, dairy operations, zoos, non-traditional channels and open territories not covered by territory managers.

Requirements

Detail oriented, technical background
Strong verbal and written communication skills
Strong organizational and time management skills
True self-starter and the ability to work unsupervised
Excellent problem-solving skills
Ability to communicate in an open and transparent manner
Close vision, color vision, good depth perception, and the ability to focus the eyes on detailed circuitry
Must be able to lift and bend up to 90% of daily work hours
Must be able to lift up to 50 lbs
Must be able to safely use a utility knife, pallet jack, hand truck, or carts as needed
Previous Repair and customer service experience
Customer Service / Technical support background
Experience with basic tools and electronics
Basic computer skills with knowledge of Windows OS, Microsoft Office (Excel, Word, Powerpoint, Outlook, SAP

Nice To Haves

Soldering skills is a bonus

Responsibilities

Provide technical assistance to end users, territory managers and dealers via inbound and outbound calls as well as email.
Diagnose, Repair, and service Gallagher’s product offering in a timely manner using power tools, soldering iron, and various software programs.
Prepares repair to be accomplished by verbal/written assembly instructions, and parts lists, gathering parts, subassemblies, tools, and materials.
This position requires creativity in problem solving and generation of new ideas including a mindset of continuous improvement.
Provide information to product reliability team regarding product safety and failure issues
Create and maintain accurate customer contact information in CRM
Offer training sessions on products available.
Create reports on products received from Gallagher TMs and Gallagher customers
Promote The Gallagher Way
Accurately check in, repair and service Gallagher products in a timely manner
Follow-up with customers on pending repairs, receives payment, coordinates shipping, or disposal within reasonable time frames
Suggest additional items for purchase when engaged by the customer
Coordinate with New Zealand product reliability team regarding product quality and safety issues
Maintain a safe and clean working environment by complying with procedures, rules, and regulations
Oversees and checks incoming products from the field
Light warehouse duties, sorting / organizing incoming repairs, unpacking repairs.
Utilize SAP for quotations and inventory management