What are the responsibilities and job description for the Technical Service Representative - Mechanical Experience position at OneSource Staffing Solutions?
Job Posting : Technical Service Representative
Job Summary :
We are seeking a Technical Service Representative to resolve technical product performance issues by diagnosing and troubleshooting problems. The ideal candidate will assist in maintaining professional and satisfied relationships with service agents, end users, customers, sales teams, and internal staff by providing technical assistance and information. This role also involves maintaining Service Management System records and analyzing customer warranty claims to support warranty reduction efforts.
Essential Functions :
Resolve product performance issues by verifying information, diagnosing problems, and instructing callers on resolution steps.
Coordinate field service with authorized service agents and process replacement parts orders.
Assist in maintaining satisfied customer relationships by providing product information, answering technical questions, and conducting routine follow-ups.
Maintain Service Management System records, including warranty claim details, caller information, and resolutions.
Process returned products by evaluating their condition, determining credit amounts, completing documentation, and deciding on equipment disposition.
Analyze, approve, and process warranty claims by collecting and summarizing data, including root cause analysis and trends.
Ensure product installation meets specifications by reviewing plans and consulting with sales teams, designers, fabricators, and installation companies.
Maintain professional and technical knowledge by attending educational workshops, reviewing publications, and participating in core teams.
Contribute to team efforts by achieving related results as needed.
Demonstrate a positive attitude and a sense of responsibility, working collaboratively with team members to achieve objectives.
Qualifications :
Associate degree in mechanical / electrical equipment technology or equivalent experience preferred.
Experience in a customer-facing technical role, preferably with food service appliances, HVAC, or refrigeration equipment, is a plus.
Familiarity with electro-mechanical appliances and basic refrigeration knowledge preferred.
Knowledge of basic test instruments, including multi-meters and refrigeration gauges, with a basic understanding of refrigeration, electrical, and plumbing concepts.
Ability to read schematics and blueprints; basic CAD or mechanical drafting skills are helpful.
Strong problem-solving skills to diagnose and troubleshoot equipment and service issues.
Proficiency in Microsoft Office; experience with service management or customer management applications is a plus.
Excellent communication and interpersonal skills; ability to use diplomacy and tact in interactions and maintain composure under pressure.
Working Conditions / Physical Requirements :
Office environment with temperature control (hybrid schedule may be available).
Occasional lifting up to 20 lbs.
Ability to complete product training in a manufacturing environment.
Extended periods of sitting, occasional walking, and standing.
Frequent use of hands and fingers for typing, using a mouse, and handling phone calls.
Noise level is low to moderate.
- Drug and Background check required
Travel Requirements :
Minimal travel required for training, meetings, and customer support activities.
HOURS AND SCHEDULE :
Monday - Friday 40 hours week day shift hours.
on-call phone hours availability requirement (8A-8P Sat / Sun, 5P-8P M-F) which is on a rotational basis (one week every few months), at some point once trained and capable (with OT). Occasional OT is typical but not required on heavy call volume times.
BOTH
Salary : $21 - $24
