Mechanical Customer Support Representative - Houston Area

Imperial Industrial Supply; United States; On-site; USD 40,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental and vision

Paid holidays

Company bonus

Product discount

IRA savings plan with company match

Job summary

Imperial Industrial Supply is seeking a Mechanical Support Specialist to assist customers with troubleshooting a broad range of products, including generators and outdoor power equipment. You will diagnose, instruct and guide customers through step‑by‑step resolutions across phone, email, chat and other platforms.

The ideal candidate has strong electrical and mechanical knowledge, hands‑on troubleshooting ability, and at least two years in a fast‑paced customer service environment.

Qualifications

• Advanced understanding of electrical and mechanical engine components and workings.
• Ability to read and interpret technical drawings, exploded diagrams and service manuals.
• Experience with troubleshooting and repairing small engines.
• 2+ years of customer service in a high‑volume call center.
• Excellent verbal and written communication; team collaboration.

Responsibilities

• Handle a high volume of inbound and outbound calls with professionalism.
• Provide step‑by‑step product support via phone, email, chat and other channels.
• Diagnose mechanical and electrical issues with portable generators and guide customers to resolution.
• Handle varying requests including troubleshooting, diagnosing, programming and part assistance.
• Maintain up‑to‑date product knowledge and customer instructions.
• Document product performance and potential concerns clearly in records.
• Suggest improvements for procedures, tools, and product issues; assist in new product development.

Skills

Electrical & mechanical know‑how

Multi‑channel communications

High‑volume call center experience

Strong verbal and written comms

Typing & internet navigation

Time management / multitasking

Conferencing software: Zoom

Conferencing software: Skype

Conferencing software: Microsoft Teams

Conferencing software: Slack

Tools

Zoom

Skype

Microsoft Teams

Slack

Job description

The Mechanical Support Specialist will provide exceptional customer support through multiple communication channels to diagnose and walk customers through the steps needed to fix a variety of mechanical issues. We are seeking a well-organized, positive energy, detail-oriented professional to assist customers with troubleshooting products and resolving any emerging issues, ultimately resulting in an exceptional customer experience. The ideal candidate will possess skills or have the ability to learn troubleshooting skills for a large range of products to include but not limited to generators and outdoor power equipment.

Job Responsibilities:

• Manage a high level of inbound and outbound calls.
• Provide customers with step-by-step product support through phone, email, chat and multi-platform communications.
• Diagnose and troubleshoot mechanical and electrical issues with portable generators, guiding customers through the resolution process.
• Varying inbound or outbound requests can include troubleshooting, diagnosing, programming and part assistance.
• Maintain proficiency in product knowledge, troubleshooting, and customer instruction.
• Report timely and well documented information regarding product performance and potential product concerns.
• Provide creative ideas for preventing and/or solving technical service concerns (i.e. internal operating procedures, product service tools and techniques, technical relations, product issues, etc.)
• Participates in development of new products, modification of existing products, and termination of ineffective products.

Minimum Qualifications:

• Successful candidates will possess at minimum an advanced understanding of electrical & mechanical engine components and workings.
• Ability to read and interpret technical drawings, exploded diagrams, and service manuals.
• Understanding of mechanical engines, including experience with troubleshooting and repairing small engines.
• 2+ years of customer service experience in a high-volume call center environment.
• Ability to cooperate with and support other members of customer service team.
• Excellent verbal and written communication skills.
• A high comfort level typing, navigating the internet and using multiple software systems.
• Ability to multi-task, prioritize, and manage time effectively.
• Demonstrated proficiency using conferencing/collaboration software (Zoom, Skype, Microsoft Teams, Slack)

Why Imperial Industrial Supply?

• Competitive pay
• Medical, dental and vision
• Paid holidays
• Company bonus
• Product discount
• IRA savings plan with company match