Technical Service Representative

Technical Services Representative

Currently hiring for multiple Technical Services Representatives for Growting Cleveland Area Company!!!! The Technical Service Representative is responsible for handling and resolving all customer inquiries related to heating, camping and accessory product lines. Tasks include diagnoses, identification, and isolation of problems based upon reported comments. Services will be offered through the phone, and also electronically from our main website. This position is also responsible for assisting customers with sales from our main website and internal system software.

In addition, this position also participates in working on a reconditioned heater line during the warmer months when the phone volume slows down. When working on the Recondition heater assembly line, tasks will include cleaning, cosmetic repair, basic troubleshooting, small component repair, and quality assurance.

Essential Duties & Responsibilities:

• Recommend solutions to customer inquiries and issues, such as related hose, fittings and accessories that compliment utilization of heating and camping product lines, etc.
• Provides answers to consumers by identifying problems; researching answers; guiding clients through maintenance and corrective steps.
• Enters orders
• Processes credit card orders through the Magento operating system or by processing on internal website.
• Responds to customers via email, vendor portals, in-bound and outbound phone calls, or through internal web chat function.
• Logs and documents customer call data in Manage Engine software to support requirements of internal Quality program.
• Comfortable standing on an assembly line for a full shift, being hands-on working on small to large sized portable heaters.
• Identifying and diagnosing minor issues with product that comes through an assembly line by performing standardized quality checks consistently and accurately on various portable heaters.

Education & Experience:

• Associates Degree or Technical training preferred.
• 1-2 years Customer Service/Technical Service experience required

Job Knowledge, Skills & Abilities:

• Intermediate to advanced knowledge with Microsoft Office applications including Word, Outlook Excel and Power Point
• Ability to take direction and work within a team in order to complete a large task
• Ability to be a team member on an assembly line for an 8 hour work day
• Able to interpret service manuals and schematic diagrams to communicate and educate customers on product lines
• Must be comfortable assessing customer's needs and making appropriate product recommendations when necessary
• Strong degree of mechanical aptitude

PPE Requirement:
Safety glasses when on the manufacturing floor