Mobility Devices Tech Support Specialist

Banque Internationale à Luxembourg (Suisse) SA; Lebanon (TN); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

HSA contribution matching

401(k) Retirement – employer match

Employer paid LTD/STD/Life Insurance

Job summary

Permobil seeks a Customer Experience Tech Support Representative in Lebanon, TN to diagnose and resolve issues with power wheelchairs, assist with programming specialty controls, and provide expert guidance on spare parts and accessories.

Under supervision, you will manage customer contacts, process orders, and ensure timely delivery while upholding safety and continuous improvement. 1st shift, onsite, full-time role. Strong English communication required.

Qualifications

• High school diploma or GED.
• Thorough understanding of electro-mechanical devices, knowledge of technical support practices and procedures, and basic computer skills.
• Must be able to communicate and understand the English language.
• Bi-lingual skills a plus.
• Industry experience is strongly desired or other experience within Permobil for at least 6 months.
• Knowledge of Permobil products and/or services offered to customers; ability to communicate effectively, both orally and in writing; ability to resolve customer complaints and concerns; ability to comprehend and follow procedures; follow organizational structure, workflow, and operating procedures; exhibit organizing and coordinating skills; ability to foster a cooperative work environment; ability to work with common and company specific computer software and call center hardware.
• One to three years of experience directly related to the duties and responsibilities specified.
• Prior experience in mobility equipment repair or technical support.
• Ability to thrive in a fast-paced, evolving environment
• Strong problem-solving mindset

Responsibilities

• Diagnose and resolve issues with powerwheelchairs, including electronics, motors, joysticks, batteries, and control systems.
• Assist with programming and setup of specialty controls and electronic accessories.
• Under general supervision, ensure customer satisfaction by providing 'expert' guidance in the areas of spare parts and accessories.
• Serves as primary customer contact and establishes trusted professional working relationships with our provider network, end-users and co-workers.
• Records the nature of all customer contacts and other pertinent data into a management information system.
• Takes and processes phone / Fax / Email orders and price quote requests for parts. May enter and process returns shipments from customers.
• Identifies and resolves potential ordering problems, follows up to ensure timely and accurate product delivery and repair.
• May help to process orders that require special handling and/or assembly; Inspects product for damage or defect; records discrepancies or damages and notifies manager.
• Ensures proper care in use of equipment and supplies; promotes continuous improvement and safety.
• Occasionally, will provide departmental customer assistance in the identification, ordering, and repair of product, as appropriate.
• Performs other miscellaneous job-related duties as assigned.

Skills

Electrical/electromechanical knowledge

English communication

Technical support practices

Education

High school diploma or GED

Tools

Call center software

Company-specific computer software

Job description

Permobil seeks a Customer Experience Tech Support Representative in Lebanon, TN to diagnose and resolve issues with power wheelchairs, assist with programming specialty controls, and provide expert guidance on spare parts and accessories.

Under supervision, you will manage customer contacts, process orders, and ensure timely delivery while upholding safety and continuous improvement. 1st shift, onsite, full-time role. Strong English communication required.