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Technical Support Representative

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

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