Technical Support Representative

About Gallagher

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day. Not only does our technology protect some of the world’s highest security environments and agriculture businesses, but our purpose also means we care deeply about our people and their families. With operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK and Europe—and exports to more than 160 countries—we provide unrivaled, globally focused career pathways.

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.

• 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.
• Prepare repair to be accomplished by verbal/written assembly instructions, and parts lists, gathering parts, subassemblies, tools, and materials.
• Require 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, receive payment, coordinate 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.
• Oversee and check incoming products from the field.
• Perform light warehouse duties, sorting/organizing incoming repairs, unpacking repairs.
• Utilize SAP for quotations and inventory management.

• Detail oriented, technical background.
• Strong verbal and written communication skills.
• Strong organizational and time management skills.
• True self-starter and 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.
• Soldering skills is a bonus.
• Basic computer skills with knowledge of Windows OS, Microsoft Office (Excel, Word, Powerpoint, Outlook, SAP).

At Gallagher, we foster a supportive and family-friendly work environment where innovation and people come first. We offer:

• Medical, Dental, Vision, Disability and Life insurance, Wellness initiatives, Employee Assistance Program, Parental Leave, 401K match and PTO.