Technical Service Representative

Job Overview

The Technical Service Customer Care Representative I provides entry‑level technical support for products manufactured by Overhead Door Corp./ Wayne Dalton. This role is the first point of contact for customers/ installers needing assistance with basic product/installation questions or product/installation troubleshooting. The representative works closely with more experienced team members to develop product knowledge and troubleshooting skills.

• Work with customers to provide support on technical issues, including product information, troubleshooting, and installation questions/ issues.
• Provide customer support through inbound and outbound calls and/or emails.
• Log customer interactions and issues into CRM accurately.
• Learn and interpret basic product manuals and installation guides.
• Provide troubleshooting for door systems, operators, sensors, and control panels.
• Guide installers and dealers through proper installation and setup procedures.
• Escalate and document recurring product issues for continuous improvement.
• Other duties may be assigned as needed by manager.
• Occasional off‑hours support may be required based on scheduling or during major installations or time‑sensitive events.

• 0‑2 years of work experience (minimum).
• High school diploma or GED required; technical coursework is a plus.
• Willingness to learn and grow product lines and technical skills.
• Basic computer skills and CRM usage.
• Proficient with technical documentation and product specs.
• Ability to read schematics, installation diagrams, and wiring instructions.
• Strong written and verbal communication skills and ability to troubleshoot.
• Strong customer service and conflict resolution skills in high‑pressure environments.
• Ability to manage time and priorities in a fast‑paced environment.
• Interpersonal skills focused on the customer experience.

• Associate’s degree in engineering or equivalent technical training.
• 1–2 years of customer service or tech support experience, ideally in the door industry or related fields (mechanical/electrical).
• Technical certification or trade license (e.g., journeyman electrician, access control certification, etc.).
• Experience with field diagnostic tools (multimeters, lift equipment, mobile field service software).
• Field service experience.