Representative, Technical Service L1

OVERALL PURPOSE OF THE JOB

Interacts with customers by phone or in person to provide information; ensures the best technical service possible. May sell products or services in assigned area or territory.

ESSENTIAL FUNCTIONS

• Answers customers' technical or scientific questions regarding product or service and operation or maintenance
• Converses with customers to obtain information, identify problem, and provides technical assistance
• Calls on new and existing customers or clients to explain features and merits of products offered
• Liaises between development, engineering, sales, distributors and customers
• Refers complaints of product or service failure to appropriate departments for investigation
• Coordinates customers' service needs with other departments as required to ensure customer service
• Demonstrates products or services, and provides assistance in the best application of products or services
• Answers all questions concerning a product or service, with appropriate referrals where required.
• Closes transactions and takes orders
• May receive orders, resolve complaints about billing, and explain how to use product or service
• May visit customer premises to resolve customer problems
• Prepares and follows-up on quotations covering customer requests
• Keep up to date on the Company’s product offering, competitive products, and applicable processes
• Attends trade shows, staff booth, and help with set up and break down of booth

OTHER DUTIES

• Performs all other duties as required

QUALIFICATIONS

EDUCATION/EXPERIENCE AND/OR TRAINING

• Associates degree or minimum 2 years college / work experience equivalent
• 1-5 years of experience preferred
• Bi-lingual - English/Spanish would be ideal but not essential

KNOWLEDGE, SKILLS, AND ABILITIES

PROBLEM-SOLVING SKILLS

• Identify problems, inform others, and provide information to assist with solving the problem

VERBAL COMMUNICATION SKILLS

• Use verbal skills to communicate with co-workers or customers and/or vendors

WRITTEN COMMUNICATION SKILLS

• Complete and maintain documentation/records to effectively convey ideas and information both in written and oral form

MATH SKILLS

• Addition, subtraction, multiplication, division, percentages, ratios

COMPUTER SKILLS

• Financial Software
• Internet/e-mail
• Spreadsheet Software
• Word Processing Software

TOOLS AND EQUIPMENT

• General Office Equipment

MENTAL DEMANDS typically required

• High level of record keeping
• High pressure for results
• Independent judgment and discretion
• Organize and prioritize
• Respond to angry/upset individuals
• Read, comprehend and follow instructions/work orders

PHYSICAL DEMANDS (typically required to perform the essential functions of the job)

• CONSTANTLY INCURRED (more than 75% time on job)

• Ability to sit
• Ability to communicate orally
• Ability to hear conversation

WORKING CONDITIONS (typically required)

• CONSTANTLY INCURRED (more than 75% time on job)
• Requires work in a typical office setting
• OCCASIONALLY INCURRED (up to 25% time on job)

• Work a shift between 8-12 hours
• Work weekly more than 40 hours
• Travel and/or overnight stays

PERSONAL PROTECTIVE EQUIPMENT (typically required to perform the essential functions of the job)

• OCCASIONALLY INCURRED (up to 25% time on job)
• Safety glasses