Technical Service Technician

Socket.dev; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

Global Industrial is seeking a technical service specialist to respond to customer inquiries via email, chat, or phone, troubleshoot non-functioning equipment, and coordinate replacement parts where needed. You will liaise with service providers to resolve issues and collaborate with Sales, Customer Service, Product Development and Product Management to ensure customer satisfaction.

The role requires a Bachelor’s degree and 1–3 years in a technical service role for equipment, with strong

Qualifications

• Bachelor’s degree and/or 1–3 years in a technical service role for equipment.
• Knowledge of how to maintain, repair, diagnose and replace equipment and machinery.
• Excellent communication skills and time management to work independently.

Responsibilities

• Answer incoming customer inquiries via email, chat, or phone.
• Engage customer to perform troubleshooting for non-functioning products and issuing replacement parts where applicable
• Liaise with Service Providers to solve customer service issues.
• Cross Functional collaboration with Sales, Customer Service, Product Development and Product Management to resolve customer issues.
• Handling customer relations in a professional and friendly manner.
• Offer support and solutions to customers in accordance with the company's customer service policies
• Perform post service follow up calls to assure customer satisfaction
• Customer Site visits as required

Skills

Technical service experience

Customer communication

Problem solving

Time management

Ownership of assignments

Education

Bachelor's degree or equivalent in technical field

Job description

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

• Answer incoming customer inquiries via email, chat, or phone.
• Engage customer to perform troubleshooting for non-functioning products and issuing replacement parts where applicable
• Liaise with Service Providers to solve customer service issues.
• Cross Functional collaboration with Sales, Customer Service, Product Development and Product Management to resolve customer issues.
• Handling customer relations in a professional and friendly manner.
• Offer support and solutions to customers in accordance with the company's customer service policies
• Perform post service follow up calls to assure customer satisfaction
• Customer Site visits as required

Competencies and skills

• Bachelors’ degree, Vocational Schooling and/or 1-3 years of relevant experience in a Technical Service role for equipment.
• Knowledge / Experience of how to maintain, repair, diagnose and replace equipment and machinery.
• Excellent communication skills, to be able to explain technical problems to customers.
• Excellent time management skills, ability to work independently
• Take ownership of individual assignments
• 10% - 15% Travel.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.