Mechanical Support

POSITION DETAILS

• Job Title:
  
  Technical Service Representative
• Pay: $20.00/hour
• Schedule:
  
  Monday–Friday | 8:00 AM–5:00 PM
• Peak Season:
  Every other Saturday | 9:00 AM–2:00 PM
• Overtime:
  Required
• Employment Type:
  
  Temp to Hire
• Resumes are required for consideration.

The Technical Service Representative is responsible for handling and resolving customer and end‑user inquiries related to pellet stoves, wood stoves, and other installed heating products.

This position serves as a primary technical resource for customers, diagnosing and isolating problems based on reported issues and providing clear, accurate solutions. The Technical Service Representative will document findings from customer interactions in the company's call log software and provide technical support for pellet and wood stoves, as well as other installed heating products.

• Provide professional, high‑quality customer service through email, vendor portals, inbound and outbound phone calls, and internal web chat.
• Respond to inbound calls and provide technical solutions to customer questions and inquiries.
• Diagnose and identify potential product issues, distinguishing quality concerns from user error.
• Provide fast and accurate responses to website Contact Us inquiries.
• Identify problems, research solutions, and guide customers through maintenance and corrective procedures.
• Recommend solutions for pellet and wood stove issues, including related venting, fuel, hoses, fittings, and accessories.
• Explain product information clearly, accurately, and concisely.

• Enter orders and RMAs into the SL9/Infor operating system.
• Process credit card orders through the Magento web‑based system or internal website.
• Accurately document customer, distributor, and field technician inquiries in company software.
• Maintain detailed call documentation to support internal quality program requirements.

• Maintain current product knowledge by staying informed about industry trends and applying that knowledge to customer support.
• Identify technical opportunities to improve product performance and customer service.
• Communicate with parts specialists to help advise on service‑part inventory and stock levels.

• Occasionally assist the marketing team with creating assets such as sell sheets and images.
• Work with the internal web team to provide content, images, and marketing support for web initiatives.
• Represent the company professionally at customer sites, training events, and trade shows.
• During the offseason, responsibilities may include:
• Taking technical calls for outdoor power equipment.
• Assisting with occasional rework projects at the distribution center.
• Participating in specialized training classes covering hearth products.

• 1–2 years of Customer Service or Technical Service experience required.
• Associate's degree or technical training preferred.
• Bilingual Spanish skills are a plus.
• Strong customer service and problem‑solving abilities.
• Ability to take direction and work effectively as part of a team.
• Ability to manage and complete larger tasks with team members.

• Intermediate to advanced knowledge of Microsoft Office, including:
• Microsoft Word
• Outlook
• Excel
• Strong communication and organizational skills.
• Ability to explain technical information in a clear and understandable manner.
• Strong attention to detail when documenting customer interactions and technical findings.

We do offer our temporary employees full benefits such as paid vacation, holidays, 401K, as well as vision/dental/medical. Some of the best companies in the area use Manca