Diagnostic Technical Customer Support Representative (level II)

Job Description

Job Description

JOB SUMMARY :

The Diagnostic Technical Customer Support Representative is responsible for delivering comprehensive technical assistance to field technicians.

Key responsibilities include diagnosing and resolving issues with field units, providing instructions, and facilitating service or warranty part replacements.

This role also involves maintaining regular communication with external customers via email and phone through company platforms, software, and equipment, and with internal customers by the same methods in addition to in-person communications.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES :

Carries out responsibilities following the organizational policies and procedures. Essential duties and responsibilities include but are not limited to, the following.

Other duties may be assigned as needed.

• Follow company safety policies and participate in Safety Training as required.
• Collaborate cross funcionally as necessary.
• Provides resolution to field technicians and consumers via telephone and / or e-mail.
• Leads field technicians through diagnostic troubleshooting to resolve issues.
• Helps identify opportunities for process improvements.
• Enter part or warranty orders into the company ERP system.
• Solves problems by researching in databases, or other merits departments.
• Keep up to date with product and service changes as they occur.
• Gather information and determine the issue by evaluating and analyzing the symptoms.
• Works overtime as needed.
• Follow company safety policies and participate in Safety Training as required.
• Local travel as needed.
• Performs other related duties as assigned.
• Stay up to date with product and industry trends.
• Other duties as assigned.

COMPETENCIES & QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential

duty satisfactorily. The requirements listed below are a representation of the knowledge, skill, and / or ability required.

• Follow Company safety policies and participate in Safety Training.
• Mechanical, technical, and / or electrical skills and experience are required.
• Previous call center experience is preferred or must be ready, willing, and able to learn call center processes within a reasonable timeframe.
• Working knowledge and experience using CRM and / or ERP platforms.
• Proficiencies needed with Microsoft Office products (including Word, Excel, Teams, and Outlook).
• Excellent oral and written communication skills.
• Excellent customer service and organization skills
• Must be able to multi-task in a fast-paced environment.
• Problem-solving skills are needed for troubleshooting and diagnostic resolution of technical / mechanical issues.
• A willingness to work overtime, arrive early, and / or stay late according to business / project needs.
• Must be dependable and keep an excellent attendance record.
• Must speak, read, and write English.
• Must be legally authorized to work in the United States.

Educational Requirements :

A high school diploma or equivalent with at least one (2) years of relevant experience; or an equivalent combination of closely related experience, education, and / or training.

Physical Demands :

While performing the duties of this job, the employee is required to stand, walk, stoop, kneel, crouch, or balance; use of hands to handle or feel objects, tools, or controls;

reach with hands and arms; frequently required to talk or hear. The employee is required to safely lift or move up to fifty (50) pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The physical demands described here are representations of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment :

While performing the duties of this job the business office atmosphere, the noise level in the work environment is usually quiet to moderate, cool to ambient climate temperatures, and moderately clean.

While performing the duties of this job in a warehouse and / or manufacturing operations atmosphere, the employee will need to work near moving mechanical parts.

The noise levels in these work environments can be moderate to loud; ambient climate temperatures to occasionally humid and hot (depending on the season), dry, dusty to moderately clean.

Employees may need to wear and / or use safety equipment / PPE which will be provided by the company.

Job Types : Full-time, Temp-to-hire

Pay : $18.00 - $20.00 per hour

Experience :

• Customer support : 1 year (Preferred)
• iOS : 1 year (Preferred)
• Windows : 1 year (Preferred)

Ability to Commute :

Las Vegas, NV 89119 (Required)

Company Description

MALEKO PERSONNEL is the leader in specialized industrial, production, and logistics staffing. We represent a variety of professionals, including assembly, shipping, receiving, and inventory control specialists, certified forklift drivers, and warehouse professionals.

If you're looking for short-term or long-term assignments, competitive pay rates, and a variety of shift options you owe it to yourself to give MALEKO PERSONNEL a look.

MALEKO has proudly put together a team of highly skilled and seasoned professionals who understand and embrace the pursuit of customer satisfaction and are ready to work for you!

Company Description

MALEKO PERSONNEL is the leader in specialized industrial, production, and logistics staffing. We represent a variety of professionals, including assembly, shipping, receiving, and inventory control specialists, certified forklift drivers, and warehouse professionals.

If you're looking for short-term or long-term assignments, competitive pay rates, and a variety of shift options you owe it to yourself to give MALEKO PERSONNEL a look.

MALEKO has proudly put together a team of highly skilled and seasoned professionals who understand and embrace the pursuit of customer satisfaction and are ready to work for you!