Technical Support Rep

General Accountabilities in this Role:Specific Technical SupportUnderstand how all GF products function and how to assemble and disassemble the products.Troubleshoot common technical problems with products based on input from customer.Listen attentively to the details of the customer questions in an effort to provide all technical support electronically or telephonically and to avoid the necessity of in person service, where possible.Assist GF employees in the assembly of products via phone, e-mail, video, etc.).Determine whether a specific customer issue involves a product warranty and advise the customer accordingly.Elevate the customer’s questions to the relevant personnel, if unable to resolve the issue to the customer’s satisfaction.Dispatch Service Technicians to facilities, where appropriate, and review and approve invoices for work completed, ensuring full compliance with GF policies and procedures in the process.Work with Service Technicians in the field to supply the appropriate parts and technical information so the Technician can be prepared for most situations.Travel to customer’s location as may be requested from time to timeProcess and research customer orders and inquiries via telephone, fax, email, and/or EDI.Provide detailed and reliable product, pricing and availability information.Suggest alternative products when appropriate, up sell and cross sell as appropriate.Educate customers on products, services (website), parts and policies.Monitor calls waiting in queue and prioritize tasks in support of departmental call answering goals.Apprise Sales Representatives of pertinent issues involving their customers and sales leads.Reduce repeat customer contact by providing proactive customer service with prompt follow up/follow through when appropriate.Research customer concerns and complaints, then take appropriate action within the parameters of company guidelines to negotiate resolutions satisfactory to both customer and company.  Submit appropriate Complaint forms to document actions.Immediately refer all product injury claims/allegations to Risk Management and Regulatory Affairs.Document customer interaction in appropriate places to facilitate resolution of possible internal or external queries about an order or an item entered thereon. OtherMaintain and archive all related paperwork per record retention policies.Project professional, courteous and sincere image.Assist management with special projects and perform other duties and tasks as required to support team and Company goals.