Tech Support Specialist: Dealer Liaison & Troubleshooter

Hormann LLC; Pennsylvania; On-site; USD 55,000 - 58,000; Full time

Job summary

Hormann LLC in Burgettstown, PA is seeking a Tech Support Representative to handle administrative duties and daily activities in the technical service department. You will be trained on all products to assist with troubleshooting and diagnoses and support the team with organization and processes.

A strategic thinker with strong communication and customer focus is ideal. As part of the One Hormann vision, you will engage with dealers and end users, providing technical support, on-site training

Qualifications

• Strong background in customer service and project management.
• Excellent problem-solving, and organizational abilities.
• Proficiency in CRM systems and general computer applications.

Responsibilities

• Provide technical support to customers.
• Work with tech services team to troubleshoot field problems with dealers.
• Take direct calls, emails, texts from dealers with product issues to resolve problems.
• Participate in cross-departmental communication and updates to engineering and other teams to foster a unified "One Team" culture.
• Provide communication and field feedback to improve support for warranty issues and product-related concerns to engineering.
• Serve as the primary liaison between dealer partners/end users and internal teams, ensuring all client requirements are understood and met.
• Participate in onsite factory dealer training to provide best practices and product awareness to maximize field representation of Hormann products.
• Assist with training documentation to provide up to date information on products.
• Collaborate with the outside sales team to resolve issues, improve communication, and streamline processes in alignment with the company’s “One Hormann” vision.

Skills

Customer service

Project management

Problem solving

Tools

CRM systems

Job description

Hormann LLC in Burgettstown, PA is seeking a Tech Support Representative to handle administrative duties and daily activities in the technical service department. You will be trained on all products to assist with troubleshooting and diagnoses and support the team with organization and processes.

A strategic thinker with strong communication and customer focus is ideal. As part of the One Hormann vision, you will engage with dealers and end users, providing technical support, on-site training