Technical Services Representative

Standex International; Summerville (SC); On-site; USD 45,000 - 65,000; Full time

Job summary

Standex International seeks a Technical Service Representative to provide expert telephone and email support for Horizon medical grade refrigerators and freezers. The role includes diagnosing issues, dispatching field service, and documenting repairs while assisting North American customers and sales teams.

Ideal candidates bring a degree or technical certification with refrigeration/HVAC knowledge, strong communication skills, and the ability to work independently with minimal supervision.

Qualifications

• Bachelor/Associate degree or technical certification preferred.
• Strong communication skills and phone etiquette.
• Good computer skills including MS Office.
• Organized, detail-oriented and able to follow multi-step processes.
• 3 years' experience in customer service, technical service, or sales preferred.
• Ability to lift 50 lbs.

Responsibilities

• Respond to customer and sales inquiries via telephone and email.
• Provide technical support on Horizon refrigeration equipment—from selection to maintenance.
• Dispatch service calls with field service providers.
• Determine root cause and document actions taken.
• Record all service events concisely in systems.
• Identify spare parts and complete accurate form entries.
• Support customers and sales reps across North America by phone, fax, mail, or email.
• Assist in training and presenting technical material for staff and outside reps.
• Coordinate with Sales, Marketing, and Exec Management to keep product information up to date.
• Utilize information systems for data retrieval and order entry.
• Attend workshops and trade shows as assigned.

Skills

Good speaking voice

Phone etiquette

Judgment & decision making

Organizational skills

Detail oriented

Problem solving

Independent worker

Customer service mindset

Education

Bachelor's or Associate degree or technical certification

Refrigeration/HVAC/Electronics coursework

Tools

MS Office

Job description

Standex International is a global industrial growth company operating through our market-leading brands in electronics, cutting-edge forming technologies, engraving, and scientific refrigeration. We work with our customers to advance progress through innovation. From inventing and producing parts for next-generation space vehicles to evolving vaccine refrigeration, designing functional textures for everyday products, improving renewable energy technology, and much more, we are focused on making what's next possible.

Standex Scientific is a provider of specialty temperature-controlled equipment for the medical, scientific, pharmaceutical, biotech and industrial markets. The group designs and produces its products in Summerville, SC. Our product portfolio is used to control the temperatures of critical healthcare products, medications, vaccines and laboratory samples. We focus on solving customer problems for these critical applications and deliver innovative products and solutions meeting the unique needs of our customers.

The Technical Service Representative (TSR) is primarily responsible for extending technical telephone support on Horizon medical grade refrigerators and freezers. Technical assistance may be provided to direct end users, sales representatives, and facility maintenance personnel. Calls are directed using Horizon's auto attendant telephone system and operates using a round robin methodology. The TSR may also be required to travel to the field from time to time to assist customers with more complex issues that are not readily resolved over the telephone. Minimal travel (less than 10%) may also be needed for attending various training classes.

What You'll Do

• Respond to customer and sales representative product inquiries via telephone (medium-volume) and email.
• Provide technical support on refrigeration equipment during product selection, installation, operation, and maintenance, and product application.
• Dispatch service calls with independent field service organizations.
• Determine root cause, action taken, and repair of all service-related issues.
• Accurately document all service events in IssueTrak and ensure that records are concise and clearly record actions taken as part of the support engagement.
• Identify needed spare parts and complete VOF forms using accurate part numbers.
• Maintain and support customers and the sales representatives throughout North America; responding to product issues and establishing rapport by phone, fax, e-mail or mail.
• Assist in coordinating and presenting the technical aspects of training for new personnel and outside sales representatives.
• Work with Sales, Marketing, and Executive Management to keep product information up to date.
• Utilize computer information systems for purposes of data retrieval and order entry.
• Attend professional workshops and seminars as assigned.
• Periodically promote Horizon Scientific at trade shows, distributors' national sales meetings, and other training events.
• In addition, other duties may be assigned as the need arises.

What You'll Bring

• Bachelor of Science Degree, Associate's Degree, and/or a Technical or Trade Certification preferred. Any courses in refrigeration, HVAC or Electronics would be a plus.
• Possess a good speaking voice, pleasant phone personality, and ability to make judgment calls and decisions.
• Good computer skills required. Knowledge of MS Office products is necessary.
• Must be organized, detail-oriented, and able to follow multi-step processes and easily take direction.
• Prefer the ability to work without direct supervision and independently pursue assignments with maximum problem-solving resolve.
• 3 years' experience in customer service, technical service, or sales is preferred.
• Must be able to lift 50 lbs and possess knowledge of machines and tools.

Equal Opportunity Employer. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.