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Technical Support Specialist

3 months ago

Hollywood, United States CPS Products Full time
Job DescriptionJob Description

Job Summary

The Technical Support Specialist is responsible for helping troubleshoot end users and work with service centers in the repair of automotive maintenance equipment and other specialty machines manufactured by CPS, throughout North America. Also responsible for identifying the components needed to repair such units, as well as making certain that all internal paperwork for parts process to the service centers is done according to CPS policy. You will be in direct contact with the service centers and end users with inquiries regarding repair parts procurement by phone or email.

Minimum Job Requirements

  • Minimum education requirement: Associate degree, Trade certificate or equivalent skills and work experience directly related to job requirements.
  • Education or experience related to HVAC and/or Automotive Service Preferred
  • Bilingual English/Spanish preferred.
  • Previous technical support or related automotive repair preferred


Job Duties / Responsibilities
  • Technical support for all automotive equipment to include the CPS, Uview, Terraclean & Motorvac units. and residential and commercial HCAV/R products.
  • Process service center non-payment inquiries when they arise and assist accounting dept.
  • Create UPS call tags when needed, for parts to be returned.
  • Handle various major accounts and process their respective RA’s
  • Process invoices for customers and create all RAs for parts to be returned for credit as well as machines that are to be returned for repairs.
  • Follow up with end users on repairs performed on their own and make sure are completed and satisfactory.
  • Handle logistics during unit replacement to assure the return of the unit for proper credit.
  • Create instructional material with detailed step by step instructions that helps service centers perform tasks to minimize their dependence on CPS tech support.
  • Create corrective action when a pattern of parts occurs and process with Quality and Engineering department to find out the root cause of failure.
  • Consult as needed when new software is introduced, to acquaint self with new features.
  • Manage and dispatch service centers promptly and follow up with Service Centers when needed.
  • Create supporting documentation for troubleshooting.
  • Develop and maintain strong, positive relationships with service network.
  • Research required information using available resources and knowledge base to provide accurate troubleshooting and up to date information to service centers, reps and end users pertaining to CPS industry standards.
  • Identify and escalate priority issues.
  • Follow policies and procedures implemented by direct supervisor and service contracts.
  • Support the team when needed.
  • Follows all policies and procedures of Occupational Safety and Health, Human Resources and Quality Department.
  • Reports any safety deficiency to immediate supervisor.
  • Performs other related duties as assigned.

Physical Requirements

  • Prolonged periods of sitting at a desk and working on a computer.
  • Walking, bending, and stretching.
  • Must be able to lift up to 50 pounds at times.