Technical Service Representative I

The Technical Service Representative will be responsible for providing technical support for Vollrath products. This role requires diagnosing and resolving technical issues, assisting customers, and creating a positive customer experience.

ESSENTIAL JOB RESPONSIBILITIES

• Understands and demonstrates the importance of providing a positive Customer Experience by providing prompt, courteous, and effective support to customers.
• Responsible for case document management including but not limited to: Setting up customer files in JDE, troubleshooting product issues, dispatching service agents, placing orders for parts and products, and working with quality teams to identify persistent issues and future product improvements.
• Responsible for bringing value to the team environment; working with others to complete tasks, projects, and workload in timely manner.
• Exercise empowerment to make decisions which benefits both the business and customer’s needs.
• Maintains high level of technical product knowledge required to support customer warranty questions.
• Ability to read wiring diagrams and product exploded views.
• Demonstrate flexibility and willingness to accept new assignments and actively participate in cross-functional teams.
• Demonstrates willingness to take initiative for own growth and development.
• Other duties as assigned. 

SUPERVISORY RESPONSIBILITIES/DIRECT REPORTS

None.

TRAVEL

No Travel.

QUALIFICATIONS

• Technical Service call center experience and/or electrical knowledge preferred.
• Bachelor’s Degree in Business, Supply Chain, or related field preferred.  Or equivalent combination of education and experience.
• Demonstrates passion for providing world-class technical support and delivering positive customer experience.
• Ability to work quickly and accurately under pressure.
• Must have superior telephone skills, strong written and verbal communication skills.
• Strong organizational and multi-tasking abilities.
• Strong computer skills including Microsoft Office and experience working with an ERP system.
• Strong technical aptitude (read drawings, understand bill of materials, parts identification).
• Strong teamwork and ability to work well with cross functional teams.