Technical Service Representative / Service Technician
On-siteStevens Point, Wisconsin, United States
Job Summary
Provide professional technical support to customers and end users via phone, email, and video conferencing for highly configurable mobility products, including guidance on wheelchair adjustments, installations, and troubleshooting. Document customer interactions and complaints accurately within proprietary software applications while managing a call center queue to achieve high service standards. Collaborate cross-functionally with sales, production, and leadership to identify root causes of technical concerns and resolve complex issues by escalating as needed. Contribute to continuous product improvement by providing feedback on training materials and product manuals, and participate in technical evaluations to expand product knowledge. Maintain a safe, neat work environment and adhere to all safety requirements while reporting to work as scheduled, including overtime and weekends as needed.
Required Qualifications
- Experience reading and interpreting parts diagrams
- Experience assembling Ki Mobility products or other complex or custom products
- Basic level experience with Microsoft Office programs (Word, Excel) and other enterprise software
- Ability to gain knowledge of all product lines
- Skill and ability to assemble wheelchairs and use basic assembly tools
- Ability to read and interpret parts diagrams
- Skill and ability to navigate multiple computer applications, with the use of dual monitors, while speaking with customers or performing other customer service tasks
- Ability to manage a call center queue with periods of high volume incoming/outgoing calls
- Detail oriented with a passion for and ability to continuously learn
- Possess excellent oral and written communication skills
- Exceptional skills in professionalism while interacting with customers and company associates
- Skill and ability to multi-task, prioritize, and manage time efficiently
- Ability to exercise patience to get questions answered correctly and timely
- Critical thinking skills with the ability to interpret detailed customer information to find accurate solutions
- Basic level skills using computer applications (Microsoft Suite, enterprise software)
- Basic math proficiency
- Ability to work effectively both independently and within a team environment
- Ability to be highly adaptable and responsive to changing business needs
- Possess a continuous improvement mindset
- Ability to observe and identify details
- Ability to work extended hours as scheduled, including weekends
- Frequent sitting, wrist manipulation, walking, and standing
- Frequently perform sedentary work with lifting up to 10 pounds
- Occasionally perform light work with lifting up to 20 pounds
- Manual dexterity to type and operate office equipment frequently
- Must be able to complete all physical requirements to perform essential functions
- Standard Schedule: Monday-Friday, 9:00am-6:00pm with overtime and weekends as needed
Desired Qualifications
- Minimum of 1+ years of experience in a call center position or relevant customer service experience working with complex or custom products
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