The Technical Service Representative is responsible for supporting Pro Spot Equipment and helping clients install, repair, and maintain equipment. Interfaces directly with customers in person or over the phone while building customer relationships. Demonstrates end-users how to use the equipment and provides preventative maintenance, troubleshooting, warranty repair, and technical support. This position requires an innovative thinker, problem-solving abilities, computer experience, network software knowledge, and initiative-taking.
Duties and Responsibilities:
· Perform preventative maintenance, installations, and upgrades on Pro Spot equipment.
· Will have to work independently at the customer's business and/or provide telephone support to end-users in the area.
· Collaborate with customer service, shipping, and accounting departments to efficiently resolve customers' inquiries.
· Due to frequent traveling, will need to effectively use the mobile office setting and equipment to interact with clients and the management team.
· Accountable for upgrading equipment, including applicable software, hardware, and data telecommunications network equipment.
· Responsible for accurately maintaining a parts inventory and the return of defective parts promptly.
· Work with Technical Services Manager on making equipment/design changes on equipment based on recurring issues seen in the field.
· Work with the Technical Services Manager on creating instructions for field replacement/fixes on equipment.
· Make equipment recommendations to customers and order entry, as needed.
· Create reports of customer service calls and weekly activities.
· Safely performs all job functions, including following all established safety guidelines, policies, and procedures.
· Warehouse Responsibilities - Receive shipments, identify physical products against pack slip, check for damages, and maintains records.
· Maintain the movement of inventory to the staging areas of the warehouse
· Receive product into ERP system (Plex), generate stock labels, and place on parts for identification (If applicable)
· Daily upkeep of warehouse equipment and building duties, as needed.
· Trade Show Participation – set up / tear down / work the show floor.
· Responsible for upkeep and regular maintenance on Pro Spot Van where applicable.
Education requirements:
· 2-year technical degree preferred or equivalent in a related technical field or 2 years of experience in a similar role.
· An understanding of fundamental electrical concepts like voltage, current, and resistance, as well as how these interact in circuits and recognizing potential hazards.
. Must have a valid Driver's license and cleaning driving record.
· High School diploma or GED equivalent.
· Great mechanical aptitude.
. Basic electrical knowledge.
· Strong problem-solving skills.
· Must have basic computer skills.
· Able to read and understand equipment manuals.
· Must be able to pass the associated tests for each piece of equipment covered during training.
· Ability to communicate in English fluently (reading, writing, and speaking).
· Must have good time management skills.
· Must have good communication skills to interact with both internal and external customers.