Representative, Tech Serv

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 system errors, and installations. Technical support also assists with complex applications being investigated by customers.

• Work with customers and employees to investigate issues, identify solutions, advise customers, and provide resolution.
• Provide support to customers/users for highly technical and sophisticated products.
• Analyze high‑complexity issues and problems, exercising excellent judgment to find solutions for installed garage door access systems.
• Assist in the successful resolution of service escalations.
• Report design, reliability, maintenance, and production problems to Quality, Design Engineering, Production, and Systems (IT) support.
• May be involved in customer installations and/or training.
• Log and keep records of customer/employee queries.
• Analyze call logs to identify similar field issues for common solutions.
• Update self‑help documents so customers and employees (CCRs) can resolve problems themselves.
• Work with customers, field sales, and engineering to support customer visits as required for more complex issues.

• A strong technical background with the ability to explain complex information in simple, clear terms to customers and other employees.
• Ability to assess each customer‑specific field issue by accessing records including original sales records, production work orders, system‑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, engineering, and architectural drawings.
• Excellent working knowledge of computer systems including CAD/Solid Works, Excel, and the ability to create PDF files for external dissemination.
• Ability to manage argumentative callers and convert conversations into a positive experience.
• Good analytical and problem‑solving skills.
• Understanding of garage door design, configuration, and installation requirements (a plus).
• Good interpersonal and customer‑care skills.
• Accurate record keeping.
• Ability to travel as needed to troubleshoot field issues (estimated 15% travel).

• Preferred: BS in a technical application such as Mechanical Engineering or an Associate’s Degree or technical training institution.
• High School Diploma.