What are the responsibilities and job description for the Technical Support Representative position at Sunless Inc.?
Job Description
Job Description
Position Title : Technical Support Representative
Reports To : Director of Technical Services
Summary :
The role of the Technical Support Representative is to aid customers in both installing and repairing Sunless spray equipment throughout the country. When not traveling and during normal business hours, employee will support with answering phone calls from customers that need over the phone technical support.
Essential Functions :
- Provide install and repair services at customer accounts in accordance with established procedures, using proper tools and spare parts
- Provide detailed salon staff training in a professional way on proper use of equipment along with preventative maintenance procedures
- Prepare and conduct formal training for any external technicians
- Manage assigned onsite installation, repair, maintenance and test tasks
- Interact with customers to determine possible issues and hardships that they are experiencing with equipment; make appropriate recommendations / briefings
- Diagnose errors or technical problems and determine proper solutions
- Manage spare parts utilization for assigned service and install needs
- Follow all company’s field procedures and protocols and produce field reports in a timely manner
- Assist sales team in marketing company equipment (joint calls, in-services, sales leads)
- Build and maintain positive and collaborative working relationships with internal and external customers
- Maintain expenses and required inventory within guidelines established
- Contribute ideas for product improvements based on field findings
- When not traveling and during normal business hours, provide over the phone technical support.
- Other job responsibilities as assigned
Skills / Characteristics Needed for Success :
Physical Requirements :
The physical requirements for this position may vary depending on whether traveling for install / service work or working at desk. Must have ability to drive and lift / push / pull over 50 lbs at times. When not traveling, ability to sit behind computer answering phone for a long period of time. All protective equipment required is available and must be worn in the manufacturing facility.
Disclaimer – This position description is subject to change at any time.
Sunless Inc. is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. Sunless, Inc. believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
