Representative, Tech Serv

Overhead Door Corporation; Kentucky; Presencial; USD 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading provider of garage systems is seeking a Technical Support Specialist to provide essential support to customers and technicians. The role involves diagnosing and troubleshooting complex access systems, analyzing customer issues, and maintaining accurate records. Candidates should possess a strong technical background, exceptional communication skills, and experience in customer service. A Bachelor's degree in Mechanical Engineering is preferred, along with proficiency in CAD/SolidWorks. This position requires excellent analytical problem-solving skills and an ability to manage customer interactions effectively.

Formación

• Strong technical background to explain complex information simply.
• Ability to assess customer field issues using detailed records.
• Excellent working knowledge of CAD/SolidWorks and Excel.

Responsabilidades

• Provide technical support to diagnose and troubleshoot garage door systems.
• Analyze complex problems and recommend resolutions.
• Log and keep records of customer queries.

Conocimientos

Technical support experience

Customer service skills

Analytical problem-solving

Ability to read engineering drawings

Excellent communication skills

Educación

Bachelor's degree in Mechanical Engineering

High School Diploma

Herramientas

CAD/SolidWorks

Excel

Descripción del empleo

Overview

Provides technical support to customers, field technicians, and employees who are diagnosing, troubleshooting and repairing Garage door access systems. Provides detailed support on shipped or installed products, including malfunctioning or failed components, configuration systems errors, installations. Technical support will also provide support for complex applications being investigated by Customers.

• Work with customers/employees to investigate customer issues, identify solutions, advise customer, and providing resolution
• Provide support to customer/users where the product is highly technical and sophisticated in nature.
• Analyze issues and problems of high complexity, exercising excellent judgment in finding solutions to problems and issues with installed garage door access systems.
• Assists in the successful resolution of service escalations.
• Reports design, reliability and maintenance, and production problems to Quality, design engineering, production, and systems (IT) support.
• May be involved in customer installations and/or training.
• Logging and keeping records of customer/employee queries
• Analyzing call logs so you can identify like/similar field issues for common solutions
• Updating self-help documents so customers/employees (CCR’s) can resolve problems themselves
• Working with customers, field Sales, and Engineering in support of customer visits, as required, for more complex issues

Qualifications

Essential Skills

• A strong technical background with the ability to explain complex information in simple, clear terms to Customers and other employees.
• An ability to assess each customer specific field issue by accessing records including but not limited to (Original sales records, production work orders, systems generated Bills of materials, engineering drawings, product literature , warranty documents, vendor documents, etc.).
• Interpret and edit routine to complex distributor orders
• Ability to make judgment calls when required to resolve field issues or make recommendations
• Ability to read and understand cut bills and simple to complex shop and engineering and Architectural drawings.
• Excellent working knowledge of computer systems in including CAD/Solid Works and excel as well as the ability to create PDF Files for external dissemination.
• Ability to manage argumentative callers and convert conversation into a positive experience
• Good analytical and problematic solving skills
• Understanding of garage door design, configuration, and installation requirements a plus.
• Good interpersonal and customer care skills
• Good accurate records keeping
• Ability to travel as needed to troubleshoot field issues (estimated 15% travel)

Qualifications

• Preferred BS in a technical application such as Mechanical Engineering or Associates Degree or Technical training institution.
• High School Diploma

Job Info

• Job Identification 1345
• Job Category Customer Service
• Posting Date 02/16/2026, 01:36 PM
• Job Schedule Full time
• Job Shift Day
• Locations 1 Door Dr, Mount Hope, OH, 44660, US