Technical Service Representative
4 days ago
Follett LLC is seeking a highly skilled Technical Service Representative to join our team. As a Technical Service Representative, you will be responsible for resolving technical product performance issues, maintaining professional relationships with customers and internal staff, and ensuring that customer warranty claims are analyzed and processed efficiently.
Key Responsibilities- Technical Support: Resolve product performance problems by verifying information, diagnosing the issue, and instructing customers on steps to resolve. Coordinate field service with authorized service agents and process replacement parts orders.
- Customer Relationship Management: Maintain satisfied relationships by providing product information, answering moderately complex technical questions, and conducting routine follow-up with customers to verify satisfaction with information, service, and/or product performance.
- Service Management System Administration: Maintain Service Management System records by entering warranty claim information, caller details, resolution, and other relevant information.
- Product Evaluation and Disposition: Process returned products by evaluating condition, determining credit amount, completing documentation, and determining equipment disposition.
- Warranty Claim Analysis: Ensure warranty claims are analyzed, approved, and processed by collecting, summarizing, and reporting data, including root cause analysis, trends, effective corrective actions, and other relevant data.
- Installation Quality Assurance: Ensure product installation meets specifications by reviewing drawings and plans and making recommendations, conferring with sales, consultants, dealers, designers, fabricators, installation companies, and service agencies to assure proper equipment installation.
- Education: Associate Degree in mechanical/electrical equipment technology or equivalent experience.
- Experience: Experience in a customer-facing technical role, preferably in foodservice appliances, HVAC, or refrigeration equipment.
- Technical Knowledge: Familiarity with electro-mechanical appliances and basic refrigeration knowledge, including knowledge of basic test instruments, such as multi-meters and refrigeration gauges, and a basic understanding of refrigeration, electrical, and plumbing concepts and design.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to use diplomacy and tact in communications, and demonstrate the importance of others' perspectives.
- Problem-Solving Skills: Ability to diagnose and troubleshoot equipment, performance, and service issues through questioning and proactive problem-solving.
- Software Proficiency: Proficiency using Microsoft Office, with experience with service management or customer management applications a plus.
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