Customer Service Support Technician - Full-time / Part-time

Our client is currently seeking a Service Technician Support Lead for their company!

This is a direct hire position.

Responsibilities:

• Provide phone/ email support to end-users through the Service Tech Support department, though calls from dealers, distributors and sales representatives.
• Phone support also includes the use of the internal call reporting software, both for phone log inquiry and entry.
• Phone support may include troubleshooting, diagnosis and repair of equipment - utility products.
• Perform proper call diagnosis via utilization of specific product scripting and tools.
• Assist other team members as a customer issue may escalate or if additional resources are needed. This is primarily with troubleshooting and solving incoming call issues.
• Ensure proper documentation of calls and complaints
• Provides continual evaluation of processes and procedures.
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide feedback and coaching on a regular basis to each team member.
• Contributes input to performance reviews for skill improvement. Provide regular reports & updates to management.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Assess & ensure employees have appropriate training and other resources to perform their jobs.
• Perform field service calls and/or help with trade shows as needed.
• Coordinate with Engineering & Product Management on field based test sites

Requirements:

• Strong mechanical and technical aptitude required.
• Excellent phone & customer service skills – focused on customer satisfaction.
• 5+ years of experienced trouble-shooting and repairing equipment required.
• 3+ years dental/ medical equipment experience preferred.
• 2+ years of management experience or good demonstration of managerial skills preferred
• Strong communication, computer skills, and high level of diagnostic & problem solving skills.
• High school diploma or equivalent

Hours: Monday – Friday 8:30am – 5pm

Salary is contingent upon experience: $60,000 - $70,000 per year