Shop Equipment Technical Consultant

Dover Corporation; Madison (IN); On-site; USD 21,000 - 30,000; Full time

Job summary

Dover's Vehicle Service Group is seeking a Customer Service representative to handle post-sale technical inquiries via phone, chat, or text in a call-center environment. You will respond to customers using scripts and guidance tools, while aiming to resolve issues and recommend additional products or services as appropriate.

The role emphasizes independent work, coaching of junior staff, and handling occasionally complex problems. A discretionary bonus plan applies based on performance metrics.

Qualifications

• Respond to a high volume of low complexity technical inquiries.
• Provide product specifications & information on compatibility with other products.
• Follow pre-determined scripts and response guidance tools.

Responsibilities

• Managing projects and processes with limited supervision.
• Coaching and reviewing the work of junior staff.
• Addressing and resolving customer issues and inquiries.

Skills

Communication skills

Multitasking

Technical troubleshooting

Education

High school diploma or equivalent

Job description

COMPANY OVERVIEW

Dover's Vehicle Service Group (VSG) is the global leader in vehicle service equipment. It is one of the founding companies of Dover Corporation, an eight billion dollar diversified global manufacturer. VSG consists of fifteen leading vehicle lifting (Rotary, Forward, Blitz, Ravaglioli etc.), collision repair (Chief), wheel services, diagnostics (Butler, Rotary, Chief and Ravaglioli) and tier-one automotive brands (Warn Automotive) with operations worldwide, including regional business operation centers and large manufacturing facilities in the U.S., Europe and Asia.

Contact Center Customer Service

Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:

• Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.).

Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools. Recommending alternative products or services (e.g., warranties) as part of customer issue resolution This position is not compensated based on achievement of sales targets.

Work Environment: Typically located in a call center environment.

Responsibilities typically include:

• Managing projects / processes, working independently with limited supervision.
• Coaching and reviewing the work of lower level professionals.
• Problems faced are difficult and sometimes complex.

This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan. We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education/training, the position's location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.