Technical Service Rep

Job Description
Job Title
Business Unit
Department
Reports To
Technical Service Representative
BU Location
BU Acceptance
Approved By:
Date Approved
Des Moines, IA area
Overall

Purpose:

Why the Job Exists &

What You Will Do:

As the Technical Service Representative, you will create, prepare and provide product training, trouble-shooting, and support (both onsite and remote) to customers, dealers, and other stakeholders to maintain customer satisfaction while also growing the business.
Essential Job Functions & Expected Outcomes:
Your Accountabilities in the Role

• Technical & Customer Support: 100% of the Job
• Prepares and provides product training to dealers, distributors, and builders for effective technical support to enhance their selling, installation, and trouble-shooting abilities.
• Provides technical support on product issues via telephone or in person (on-site or in the field) for the dealers and end users in a timely and effective manner.
• Creates, maintains and updates product manuals on product changes, new products and other information, timely and accurately to provide optimum resource material for customers.
• Manages, maintains and tracks the warranty programs to qualify the warranty process and evaluate trends for corrective action.
• Actively attends trade shows to stay current on trends, support our dealer participants, and network to build/grow relationships and market share.

The job criteria may include other duties, responsibilities and activities, which may change or be assigned at any item with or without notice.

Position Requirements :

• Education:
  
  Associates Degree or 2-year Certificate in a Technical field; or an equivalent combination of course work and technical/mechanical experience.
• Experience:
  
  2+ years of technical experience in diagnosing and repairing power units. Ability to read and understand CAD drawings is also important. Circuitry and control networking (remote PLC coding) would also be helpful.
• Certification(s): N/A
• Functional
  
  Skills:
  
  Excellent abstract reasoning on handling tough issues from afar; strong analytical and problem-solving skills with an ability to work through technical issues in a systematic way to understand the root cause and create solutions effectively is also required. Strong ability to prioritize, organize and plan with a high attention to detail and quality are also important in this role.
• Technology Aptitude/
  
  Skills:
  
  Excellent PC and software skills are needed to meet the varied electronic needs of the role.
• Language
  
  Skills:
  
  Excellent written, verbal and presentation skills; being Bilingual would be a plus but not required.
• Leadership/Behaviors:
  Excellent customer-focus with an ability to listen, stay calm and respond/educate regarding difficult situations professionally. Ability to be agile and flexible with high reliability/dependability to follow-up on issues or travel overnight where needed is also required. Collaborative with an ability to network and build partnerships is also important in this role.
• Culture Match Behaviors:
  Conceptual thinkers who can take a vision and create better processes and solutions. Energetic, honest, and high ethical standards. Enjoys collaboration, being a team player, and leading/participating in continuous improvement sessions.

Core Values that Apply to All Positions:

• Integrity in all things
• Customers are why we exist
• Profitability is a must
• Excellence in all we do
• People make the difference

Equipment Used:

• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• This role routinely uses basic hand tools and other equipment as needed for the role.

Physical Requirements to Perform

Essential Functions:

• Ability to sit and operate a motor vehicle as needed for travel in the role
• Ability to sit at desk for 5+ hours per day
• Ability to operate keyboard and view computer screen for majority of day 5+ hours
• Ability to write ideas/information in a logical flow for 5+ hours per day
• Ability to read and respond on an on-going basis daily due to nature of the work, throughout the day
• Ability to communicate with others via phone, in-person, and computer on-going
• Ability to listen to customers, problem-solve, and respond accordingly
• Ability to read, write and speak English fluently
• Ability to sit, stand, walk, bend, reach, kneel, squat, twist, push, pull, stoop, crouch, and carry items frequently
• Lifting up to 30 lbs. sporadically

Environmental Conditions & Travel:

• The employee is primarily exposed to a normal office environment with…