Technical Customer Service Representative

POSITION SUMMARY & OBJECTIVES

We are seeking a highly motivated and organized professional who thrives in a fast-paced environment and brings strong mechanical troubleshooting, and exceptional customer service skills. The ideal candidate is a quick learner with proven critical thinking abilities and experience in the electrical, automotive, HVAC, or electronic industries.

As a Technical Service Representative, you will play a crucial role in supporting internal and external customers in diagnostic, troubleshooting, warranty and service of dehumidification equipment via phone and email.

• Serve as a technical expert in warranty service and troubleshooting, providing prompt, professional support to internal and external customers via phone and email.
• Diagnose complex mechanical and electrical issues independently, document findings, and make sound decisions with minimal direction to ensure timely resolution.
• Lead warranty administration by clearly communicating coverage details, exercising discretion on exceptions, and upholding company standards.
• Drive efficient troubleshooting using critical thinking to identify root causes, determine proper parts, and implement cost-effective solutions.
• Analyze and report emerging trends to stakeholders, leveraging insights to improve warranty processes and product reliability.
• Demonstrate leadership and adaptability, working both independently and collaboratively to balance customer satisfaction with business objectives.
• Coordinate warranty service operations by accurately creating warranty parts orders, assessing the complexity of each situation, and collaborating with leadership to determine if an on-site service technician is required. Ensure all actions comply with warranty requirements and include proper billing management