CS: Representative, Tech Serv

📁
Customer Care
📅
210369 Requisition #
📅
306 Total Views
Overview 
Provides technical support to customers, field technicians, and employees who are diagnosing, troubleshooting and repairing Garage door access systems.    Provides detailed support on shipped or installed products, including malfunctioning or failed components, configuration systems errors, installations. Technical support will also provide support for complex applications being investigated by Customers. 

•    Work with customers/employees to investigate customer issues, identify solutions, advise customer, and providing resolution
•    Provide support to customer/users where the product is highly technical and sophisticated in nature.
•    Analyze issues and problems of high complexity, exercising excellent judgment in finding solutions to problems and issues with installed garage door access systems.
•    Assists in the successful resolution of service escalations.
•    Reports design, reliability and maintenance, and production problems to Quality, design engineering, production, and systems (IT) support.
•    May be involved in customer installations and/or training.
•    Logging and keeping records of customer/employee queries
•    Analyzing call logs so you can identify like/similar field issues for common solutions
•    Updating self-help documents so customers/employees (CCR’s) can resolve problems themselves
•    Working with customers, field Sales, and Engineering in support of customer visits, as required, for more complex issues
Essential Skills 
•    A strong technical background with the ability to explain complex information in simple, clear terms to Customers and other employees.
•    An ability to assess each customer specific field issue by accessing records including but not limited to (Original sales records, production work orders, systems generated Bills of materials, engineering drawings, product literature , warranty documents, vendor documents, etc.).
•    Interpret and edit routine to complex distributor orders 
•    Ability to make judgment calls when required to resolve field issues or make recommendations
•    Ability to read and understand cut bills and simple to complex shop and engineering and Architectural drawings.
•    Excellent working knowledge of computer systems in including CAD/Solid Works and excel as well as the ability to create PDF Files for external dissemination.    
•    Ability to manage argumentative callers and convert conversation into a positive experience  
•    Good analytical and problematic solving skills 
•    Understanding of garage door design, configuration, and installation requirements a plus. 
•    Good interpersonal and customer care skills
•    Good accurate records keeping
•    Ability to travel as needed to troubleshoot field issues (estimated 15% travel)

Qualifications
Preferred BS in a technical application such as Mechanical Engineering or Associates Degree or Technical training institution.
High School Diploma

Previous Job Searches

My Profile

Create and manage profiles for future opportunities.

Go to Profile

My Submissions

Track your opportunities.

My Submissions

Similar Listings

Ohio, Mount Hope, United States

📁 Customer Care

Requisition #: 206839

Ohio, Mount Hope, United States

📁 Customer Care

Requisition #: 210411

Ohio, Mount Hope, United States

📁 Customer Care

Requisition #: 210308

At Overhead Door Corporation, we recognize people as the core of our strength. We offer our employees a collaborative culture and the opportunity to make the most of your talents. Join our team to earn bragging rights by belonging to an industry leading, world class organization. If you are interested in becoming part of a Powerful team of People, view our career opportunities!


Overhead Door Corporation is proud to be an Equal Employment, Affirmative Action employer of talented people who make things happen –a powerful and diverse team that includes women, minorities, individuals with disabilities and covered veterans.


Overhead Door is proud to be a drug free environment.


The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law

www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf


In compliance with the ADA Amendments Act (ADAAA), Overhead Door Corporation offers accommodations for individuals with disabilities that want to apply for a position. Request disability accommodations:

Phone: 469-549-7100 E-mail: accommodation_request@overheaddoor.com