Diagnostic and Technical Support Specialist

3 weeks ago

Las Vegas, Nevada, United States Maleko Personnel Full time
Job Summary

The Diagnostic Technical Customer Support Representative is responsible for delivering comprehensive technical assistance to field technicians. Key responsibilities include diagnosing and resolving issues with field units, providing instructions, and facilitating service or warranty part replacements.

This role involves maintaining regular communication with external customers via company platforms, software, and equipment, and with internal customers by the same methods in addition to in-person communications.

The ideal candidate will have mechanical, technical, and/or electrical skills and experience, as well as previous call center experience or the ability to learn call center processes within a reasonable timeframe.

Essential Job Duties & Responsibilities:

  • Carries out responsibilities following organizational policies and procedures.
  • Follows company safety policies and participates in Safety Training as required.
  • Collaborates cross-functionally as necessary.
  • Provides resolution to field technicians and consumers via telephone and/or e-mail.
  • Leads field technicians through diagnostic troubleshooting to resolve issues.
  • Helps identify opportunities for process improvements.
  • Enters part or warranty orders into the company ERP system.
  • Solves problems by researching in databases, or other merits departments.
  • Keeps up to date with product and service changes as they occur.
  • Gathers information and determines the issue by evaluating and analyzing the symptoms.
  • Works overtime as needed.
  • Follows company safety policies and participates in Safety Training as required.
  • Local travel as needed.
  • Performs other related duties as assigned.
  • Stays up to date with product and industry trends.

Competencies & Qualifications:

  • Follows Company safety policies and participates in Safety Training.
  • Mechanical, technical, and/or electrical skills and experience are required.
  • Previous call center experience is preferred or must be ready, willing, and able to learn call center processes within a reasonable timeframe.
  • Working knowledge and experience using CRM and/or ERP platforms.
  • Proficiencies needed with Microsoft Office products (including Word, Excel, Teams, and Outlook).
  • Excellent oral and written communication skills.
  • Excellent customer service and organization skills.
  • Must be able to multi-task in a fast-paced environment.
  • Problem-solving skills are needed for troubleshooting and diagnostic resolution of technical/mechanical issues.
  • A willingness to work overtime, arrive early, and/or stay late according to business/project needs.
  • Must be dependable and keep an excellent attendance record.
  • Must speak, read, and write English.
  • Must be legally authorized to work in the United States.

Educational Requirements:

A high school diploma or equivalent with at least one (2) years of relevant experience; or an equivalent combination of closely related experience, education, and/or training.

Physical Demands:

While performing the duties of this job, the employee is required to stand, walk, stoop, kneel, crouch, or balance; use of hands to handle or feel objects, tools, or controls; reach with hands and arms; frequently required to talk or hear. The employee is required to safely lift or move up to fifty (50) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

While performing the duties of this job the business office atmosphere, the noise level in the work environment is usually quiet to moderate, cool to ambient climate temperatures, and moderately clean.

While performing the duties of this job in a warehouse and/or manufacturing operations atmosphere, the employee will need to work near moving mechanical parts. The noise levels in these work environments can be moderate to loud; ambient climate temperatures to occasionally humid and hot (depending on the season), dry, dusty to moderately clean.

Employees may need to wear and/or use safety equipment / PPE which will be provided by the company.

Job Types: Full-time, Temp-to-hire

Pay: $18.00 - $20.00 per hour

Experience:

  • Customer support: 1 year (Preferred)
  • iOS: 1 year (Preferred)
  • Windows: 1 year (Preferred)

Ability to Commute:

  • Las Vegas, NV 89119 (Required)

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