POSITION SUMMARY & OBJECTIVES

We are seeking a highly motivated and organized professional who thrives in a fast-paced environment and brings strong mechanical troubleshooting, and exceptional customer service skills. The ideal candidate is a quick learner with proven critical thinking abilities and experience in the electrical, automotive, HVAC, or electronic industries.

As a Technical Service Representative, you will play a crucial role in supporting internal and external customers in diagnostic, troubleshooting, warranty and service of dehumidification equipment via phone and email.

Serve as a technical expert in warranty service and troubleshooting, providing prompt, professional support to internal and external customers via phone and email.

Diagnose complex mechanical and electrical issues independently, document findings, and make sound decisions with minimal direction to ensure timely resolution.

Lead warranty administration by clearly communicating coverage details, exercising discretion on exceptions, and upholding company standards.

Drive efficient troubleshooting using critical thinking to identify root causes, determine proper parts, and implement cost-effective solutions.

Analyze and report emerging trends to stakeholders, leveraging insights to improve warranty processes and product reliability.

Demonstrate leadership and adaptability, working both independently and collaboratively to balance customer satisfaction with business objectives.

Coordinate warranty service operations by accurately creating warranty parts orders, assessing the complexity of each situation, and collaborating with leadership to determine if an on-site service technician is required. Ensure all actions comply with warranty requirements and include proper billing management.