Product Technical Support Representative

Overhead Door; Lewistown (Mifflin County); On-site; USD 36,000 - 48,000; Full time

Job summary

Overhead Door is seeking an entry-level Technical Service Customer Care Representative I to provide first-line technical support for our door systems and installations. You will assist customers and installers with basic product and installation questions, troubleshoot issues, and escalate complex cases to engineering or product teams as needed.

Working with a supportive team, you will document common problems, create simple guides, and learn company hardware, software, schematics, and CRM usage

Qualifications

• 0-2 years of work experience required.
• High school diploma or GED is required; technical coursework is a plus.
• Willingness to learn and grow product lines and technical skills.
• Basic computer skills and CRM usage.
• Proficient with technical documentation and product specs.
• Ability to read schematics and installation diagrams.

Responsibilities

• Troubleshooting: Diagnose and fix hardware, software, or system errors.
• Customer Communication: Answer questions and guide users via phone, E-Mail, or chat.
• Escalation: Send complex bugs or difficult issues to engineering or product development teams.
• Documentation: Record common user problems and write helpful guides or support tickets.

Skills

Technical Knowledge

Communication

Problem-Solving

Education

High school diploma or GED

Associate's degree in engineering or equivalent technical training

Tools

CRM usage

Job description

The Technical Service Customer Care Representative I

provides entry-level technical support for products manufactured by Overhead Door Corp./ Wayne Dalton. This role is the first point of contact for customers/ installers needing assistance with basic product/ installation questions or product/ installation troubleshooting. Works closely with more experienced team members to develop product knowledge and troubleshooting skills.

Main Duties

• Troubleshooting: Diagnose and fix hardware, software, or system errors.
• Customer Communication: Answer questions and guide users via phone, E-Mail, or chat.
• Escalation: Send complex bugs or difficult issues to engineering or product development teams.
• Documentation: Record common user problems and write helpful guides or support tickets.

Required Skills

Technical Knowledge: A solid grasp of the company's specific hardware or software.

Communication: The ability to explain hard technical concepts in simple, clear terms.

Problem-Solving: Strong patience and analytical skills to find the root cause of an issue.

• A minimum of 0-2 years of work experience required.
• High school diploma or GED required; technical coursework is a plus.
• Willingness to learn and grow product lines and technical skills.
• Basic computer skills and CRM usage.
• Proficient with technical documentation and product specs.
• Ability to read schematics, installation diagrams, and wiring instructions.
• Strong communication (written and verbal) skills and ability to effectively troubleshoot.
• Strong customer service and conflict resolution skills in high-pressure environments.
• Ability to manage time and priorities in a fast-paced environment.
• Interpersonal and focus on the Customer Experience.
• Associate's degree in engineering or equivalent technical training is preferred.
• 1-2 years of customer service or tech support experience. Ideally in the door industry or related fields (mechanical/electrical).
• Technical certification or trade license (e.g., journeyman electrician, access control certification, etc.).
• Experience with field diagnostic tools (multimeters, lift equipment, mobile field service software).
• Field service experience