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Technical Service Representative

Location

Sheboygan, WI

Job Summary

We are seeking an individual for the position of Technical Service Representative. This individual will demonstrate the company mission statement "Outperform Everyday". Help our customers solve their problems and improve profitability by being their advocate. This includes being customer focused, a team player, and technically adept. Taking ownership of and solving problems in a fast effective manner.

Responsibilties

  • Provide world class technical service and support for all Vollrath customers for all electrical and gas-powered products.        
  • Provide fast, efficient telephone and email response to customers.
  • Staff the technical service 800 number(s,) as required
  • Process email inquiries 
  • Maintain acceptable levels of responsiveness and productivity for number of telephone calls and emails, while providing nearly perfect accuracy of information.
  • Work with fellow technical team mates to ensure adequate coverage of telephones and emails throughout the workday.  
  • Provide support for customer warranty issues by performing the following:
  • Troubleshooting the problem with the customer on the phone
  • Opening a service call related to a warranty problem
  • Advise the customer on how to address the problem. 
  • Send correspondence to a designated service agency.
  • Follow up on open service calls and ensure timely execution of the remedy.
  • Communicate with the customer and service agency, as needed.
  • Maintain a high level of technical product knowledge through internal training programs, reviewing available literature and personal interaction with Product Managers, Engineers and other experts. 
  • Communicate with the Technical Service Management and Product Managers on new, unique and persistent issues, to seek understanding, problem solving and future product improvements.  
  • Maintain a high level of technical product knowledge through internal training programs, reviewing available literature and personal interaction with Product Managers, Engineers and other experts. 
  • Communicate with the Technical Service Management and Product Managers on new, unique and persistent issues, to seek understanding, problem solving and future product improvements.  
  • Manage customer accounts.  Ensure open service calls and parts orders are processed in a timely and correct fashion.  This includes reviewing reports and making inquiries.  Ensure special requirements are documented and implemented properly.
  • Build relationships with internal and external customers and coworkers to ensure smooth communication and problem resolution.  

  

 

Qualifications

  • Strong oral and written communication skills.
  • Strong organizational and multi-tasking skills.
  • Strong PC and ERP-based skills. 
  • Strong teamwork and customer-focused orientation.
  • A degree beyond high school preferred.
  • Technical service experience and electrical knowledge preferred.

 

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