Job description
JOB TITLE:
TECHNICAL SUPPORT REPRESENTATIVE – PATIENT HANDLING
DEPARTMENT:
CUSTOMER EXPERIENCE
REPORTS TO:
DIRECTOR OF CUSTOMER EXPERIENCE
OVERVIEW: The Technical Support Representative will be primarily involved with providing telephonic support, regarding the service, repair and preventative maintenance of Handicare, Span, & Savaria products throughout NA. This position will also work closely with Quality, Engineering, & our Service organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Troubleshoot technical issues on the phone with technicians and clients.
- In the event a resolution cannot be achieved telephonically, engage the service organization to schedule field service technicians where applicable.
- Maintain computerized information systems and participate in their development to improve efficiency within the department. Use inventory management and other software.
- Help maintain and improve our internal knowledge base.
- Manage data input of the RMA and Repair processes according to internal policy.
- Perform basic repairs in-house as appropriate and required.
- Contact appropriate customers to provide estimates of repair costs. Takes payment information.
- Liaises with supply chain regarding replacement part availability, pricing and delivery dates.
- Assists end-users in the operation of purchased equipment.
- Performs administrative duties appropriate to the activities of the customer experience department.
- Coordinate repairs for lifts shipped to the repair depot.
- Additional responsibilities as assigned by supervisor.
QUALIFICATIONS:
- Post-secondary certification in Electronics Technician (common core), or related experience preferred.
- Proficient using Microsoft Office suite, internet and email applications.
- Ability to interpret technical manuals, shop drawings, and exploded diagrams.
- Self-motivated, proactive, and able to multi-task with multiple work orders and deadlines.
- Ability to work under pressure, modify and implement schedules on short notice.
- Able to assume responsibility and communicate effectively and professionally with customers both verbally and in writing.
- Ability to work effectively as part of a team and independently with minimal direction.
- Customer centric mindset and advocacy on their behalf
- Ability to work in a matrix organization
- Must be able to clear a criminal record check.
SUPERVISORY RESPONSIBILITIES:
- None
COMPETENCIES:
- Identifies and resolves problems in a timely manner.
- Proven field service experience.
- Able to read and interpret written information.
- Able to deal with frequent change, delays or unexpected events.
- Is consistently at work and on time.
- Follows instructions, responds to management direction.
- Takes responsibility for own actions.
- Observes safety and security procedures.
- Determines appropriate action beyond guidelines.
- Incorporates a process improvement mentality.
- Reports potentially unsafe conditions.
- Uses equipment and materials properly.
LANGUAGE SKILLS:
- Ability to read and comprehend instruction, correspondence and memos. Ability to write correspondence. Ability to effectively present information in one on one and small group situation to customers, clients and other employees of the organization.
EDUCATION, EXPERIENCE & TRAINING:
- High School Diploma or general education degree (GED); and 3 to 5 years of related experience and or training; preferably in building construction, mechanical, electrical and plumbing methods.
CERTIFICATES, LICENSES OR REGISTRATIONS:
- Valid Driver’s License.
COMPUTER SKILLS:
- Proficiency in Windows applications, Microsoft Word, Excel, PowerPoint and Outlook is required. Proficiency in ERP software, preferably in Microsoft Dynamics (AX12).
PHYSICAL DEMANDS:
- The employee may frequently stand, walk, climb, stoop, kneel or crouch during shift. Employee will be required to regularly use hands to finger, handle, feel and reach with hands and arms. Employee must be able to regularly lift, push, pull and or move up to 50 lbs.
WORK ENVIRONMENT:
- This position works in an environment with moderate noise levels. Office environment.
TRAVEL:
- This position may travel up to 10% of the time
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