Customer Experience Tech Support - Mobility Gear Expert

Permobil, Inc.; Lebanon (TN); On-site; USD 34,440 - 37,195; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

HSA contribution matching

401(k) – employer match

Generous PTO

Employer-paid LTD, STD, and Life

Job summary

Permobil, Inc. is seeking a Customer Experience Tech Support Representative to diagnose and resolve issues with power wheelchairs and related controls.

You will assist with programming and setup, provide parts guidance, and serve as the primary contact for providers, end-users, and coworkers. The role requires a high school diploma or GED, strong electro-mechanical knowledge, and good English communication.

Qualifications

• High school diploma or GED.
• Strong understanding of electro‑mechanical devices and technical support practices; basic computer skills.
• Effective communication skills; fluency in English required, bilingual skills a plus.
• At least six months of relevant industry experience (or at least six months within Permobil).
• Knowledge of Permobil products/services and ability to resolve customer complaints and concerns.
• One to three years of experience directly related to the duties and responsibilities specified.
• Prior experience in mobility equipment repair or technical support preferred.
• Strong problem‑solving mindset and ability to thrive in a fast‑paced, evolving environment.

Responsibilities

• Diagnose and resolve issues with power wheelchairs, including electronics, motors, joysticks, batteries, and control systems.
• Assist with programming and setup of specialty controls and electronic accessories.
• Provide expert guidance on spare parts and accessories to ensure customer satisfaction.
• Act as the primary customer contact and establish trusted relationships with the provider network, end‑users, and co‑workers.
• Record customer contact details and related data in the management information system.
• Takes and processes phone, fax, and email orders, and handles price quote requests for parts; processes return shipments.
• Identify and resolve potential ordering problems, following up to ensure timely and accurate delivery and repair.
• Help process orders that require special handling or assembly, inspect product for damage or defects, record discrepancies, and notify management.
• Ensure proper care of equipment and supplies, promote continuous improvement and safety.
• Occasionally provide departmental assistance in identifying, ordering, and repairing products as needed.
• Perform other miscellaneous job‑related duties as assigned.

Skills

Communication skills

English fluency

Basic computer skills

Team collaboration

Education

High school diploma or GED

Job description

Permobil, Inc. is seeking a Customer Experience Tech Support Representative to diagnose and resolve issues with power wheelchairs and related controls.

You will assist with programming and setup, provide parts guidance, and serve as the primary contact for providers, end-users, and coworkers. The role requires a high school diploma or GED, strong electro-mechanical knowledge, and good English communication.