What are the responsibilities and job description for the Technical Support Specialist - Not IT Work position at Harmar Mobility LLC?
Description
Want a fulfilling job while working for a Great Place to Work certified company? Looking for opportunities to grow in your position and enhance your craft? Do you enjoy working with a team, where your opinions and ideas are strongly valued? Lift your life by joining Harmar Mobility, where our purpose is to lift lives within our team, among our network of dealers, and in our communities across the nation. We manufacture mobility device lifts for vehicles and accessibility products to help those with mobility difficulties enjoy their independence and continue to make meaningful memories, whether they’re at home or on the road.
This is a customer support focused role that provides technical support to external dealers, distributors and end users for Harmar products. This includes phone support and training classes regarding product repair and service issues. Participation with new product development teams to ensure serviceability concerns are considered in the product development process. Provides advanced technical support and training programs to external dealers, distributors, and end users. This position may require travel to provide additional support in the field on a limited bases.
Basic Office Support
- LMS training should be completed.
- In house training class attended and passed.
- Participates in shop building all mobility products.
- Create sales orders and return material authorizations on repair parts
- Provide information about products, services and application information.
- Review all SOPs.
- Basic understanding of Harmar Computer systems.
- Demonstrates proficiency with all systems, i.e. Salesforce, Syspro and Arena.
- Does basic ordering and basic troubleshooting.
- Know how to use phone system.
- Know how to conference and transfer calls.
- Learn basic phone etiquette.
- Salesforce training and review.
Requirements
- 2 years of previous work-related experience in customer/field service.
- Experience with electro-mechanical technology for purpose of trouble shooting dealer and end-user issues.
- Exceptional verbal and written communication skills
- Ability to manage and prioritize multiple projects.
- Detail oriented and thorough in completing work tasks
- Entry level Basic Troubleshooting.
- Parts replacement orders.
- Understanding power flow and lift function.
- Understand all outside lift installations.
- Understand inside lift basic installs.
- Understand basic hybrid lift installs.
- Create sales orders and return material authorizations on repair parts
- Does basic ordering and basic troubleshooting
- Ability to read and understand schematics
- Ability to manage and prioritize multiple projects.
- Detail oriented and thorough in completing work tasks.
- Knowledge of principles and processes for providing customer service and/or technical support. Includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
The Harmar way (our Core Values), these are important to us!:
1. Team Players –We lean on each other, are dependable and trustworthy.
2. Get stuff Done – We finish the job and possess a strong work ethic
3. Can-Do Attitude – A spirit of positivity and flexibility. We go the extra mile
4. Genuinely Cares –We are accountable and work to be customer champions.
5. Does the Right Thing – Every Time, All the time. No exception, No compromise.
6. Embraces Inclusion – We love diversity. Come as you are. We like it that way.
Diversity, Inclusion, and Equal Opportunity
We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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