Technical Service Support

1 week ago

Anaheim, United States Waev Inc Full time

Waev Inc. is an electric mobility OEM founded in 2021 to manufacture, distribute, market, and support the GEM, Taylor-Dunn and Tiger brands. GEM was the first commercially-produced, street-legal low-speed vehicle in the United States. GEMs shuttle people and goods across city centers, residential communities, government campuses, colleges and universities, and other micro-environments. Founded in 1949, Taylor-Dunn burden carriers, personnel carriers, and stockchasers have been trusted solutions in a broad range of commercial environments and provide premium reliability, safety features, and all-electric efficiency for industrial grade applications. Tiger heavy-duty tow tractors have been towing cargo, baggage, parcel, and other equipment in ground support applications since 1981. Waev's headquarters and factory are located in Anaheim, California.

JOB SUMMARY

Waev Inc is seeking a Technical Service Support to join our dynamic Technical Service team. The Technical Service Support will work closely with our team of technical service engineers to provide comprehensive post-sales vehicle technical service support to our dealers and customers. The role will involve case management, processing, follow-up, reporting, and internal coordination to ensure efficient and effective resolution of technical issues.

ESSENTIAL DUTIES & RESPONSIBLITIES:

• Manage and process technical service cases from initiation to resolution, ensuring all necessary information is accurately recorded and tracked.

• Conduct follow-up communication with dealers and customers via phone and email to gather additional information, provide updates, and ensure customer satisfaction.

• Generate departmental reports on case status, trends, and performance metrics for review by management.

• Coordinate internally with technical service engineers and other departments to facilitate timely resolution of technical issues and customer concerns.

• Assist in the development and implementation of process improvements to enhance the efficiency and effectiveness of technical service operations.

• Document customer interactions, issues, and resolutions accurately in the CRM system.

• Manage customer accounts, including updating contact information and processing service requests.

• Collaborate with cross-functional teams to ensure timely resolution of customer issues.

• Identify opportunities for process improvements and provide feedback to the management team.

• Stay updated on product features, updates, and industry trends to better assist customers

EDUCATION AND EXPERIENCE

  • Automotive service technician with a natural inclination towards customer interaction
  • Service Writers with an auto dealership background
  • Bachelor's degree in Information Technology, Computer Science, or related field preferred

KNOWLEGE, SKILLS AND ABILITIES

• Proven experience in a technical support or customer service role.

• Strong understanding of computer hardware, software, and networking concepts.

• Proficiency in troubleshooting technical issues and providing solutions.

• Excellent communication skills, both written and verbal.

• Ability to multitask and prioritize tasks in a fast-paced environment.

• Customer-focused with a passion for delivering exceptional service.

• Experience using CRM systems or helpdesk software is a plus.

• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are desirable.

WORKING CONDITIONS

  • Location: On-site in Anaheim, CA
  • Environment: Fast-paced office/manufacturing/warehouse environment

EEO Statement

Waev Inc is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.

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