Position Summary: Extensive trouble shooting of Electrical / Mechanical components with our customers to determine root cause failure. Establish action plan and implement a path forward to resolution and repairs.

Purpose: To interface with our customers and provide a positive experience through the troubleshooting and repair process via phone calls, emails, and video chat platforms.

Essential Functions:

· Providing electrical and mechanical support to our customers through our

support portal as well as phones and video chat.

· Working cases from a support queue that requires properly

documenting information.

· Identifying product failures, place orders repairs, and / or provide quotes to

resolve the issue.

· Practicing Continuous Improvement to daily processes and procedures.

· Communicating and working well in a strong team environment.

· Working with scheduling to arrange on-site services, installations,

and maintenance.

Other Functions: Analyzing customer needs regarding service for maintenance, parts depots, and service contracts.

Minimal Qualifications:

· Excellent electrical and mechanical troubleshooting skills including but not

limited to multi-Meter.

· Proficient in computer operations including, but not limited to, Microsoft

Office Suite.

· Address customer needs with urgency, accuracy, and empathy.

· Proficient typing skills.

· Ability to multitask and manage schedules.

· Have basic electronics repair knowledge and operational theory.

· Communicate and verbally walk end-users through mechanical repairs over

the phone.

· Maintain a professional appearance consistent with a corporate environment.

· Excellent communication skills both verbally and written with a broad range

of individuals at all levels.

· Follow through on commitments made to end users.

· Work overtime at 24-hour notice.

Experience: Minimum of two years in customer support with electronic and mechanical experience.

Education: Two-year degree in relevant field or equivalent work experience.

Working Conditions / Travel: Occasional travel may be required.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday

Experience:

• Customer Support with electronic and mechanical: 2 years (Required)
• electrical and mechanical troubleshooting: 2 years (Required)
• basic electronics repair: 1 year (Required)

Work Location: One location

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