Technical Services Specialist

EPITEC; Warren (MI); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Job summary

A leading company in the tech industry seeks a Technical Service Agent to provide technical diagnostic support for customer care for charging equipment. The ideal candidate will have substantial experience in electrical components and customer service, ensuring high satisfaction levels during fault resolutions. Responsibilities include troubleshooting, case management, and contributing to training efforts. This is a full-time position based in Warren, MI.

Qualifications

• 3+ years as electrician or experience with EV charging equipment preferred.
• 2+ years in call center customer service.
• Effective time management skills.

Responsibilities

• Handle technical customer calls for charging equipment diagnosis.
• Manage cases in Salesforce and coordinate logistics.
• Ensure high customer satisfaction and provide training.

Skills

Analytical Ability

Communication Skills

Problem Solving

Education

Associate/Trade degree in related field

Tools

Salesforce

Microsoft Office Suite

Job description

6 days ago Be among the first 25 applicants

This range is provided by EPITEC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$22.00/hr - $24.00/hr

Direct message the job poster from EPITEC

Technical service agent, will be responsible for handling technical diagnostic and remote troubleshooting customer calls of charging equipment to support with customer care cases and other adjacencies.

Key Responsibilities

Technical diagnosis and troubleshooting

• Navigate available tools to perform remote diagnosis & troubleshooting

• Provide resolution guidance for site visits to other parties

• Ensure high customer satisfaction during issue resolution

Case Management

• Create/update cases in Salesforce

• Work with logistics for parts ordering/return

• Serve as lead for technical escalations from service partners, non technical advisors and others

• Provide training as subject matter expert on technical details

• Provide flow related insights/feedback to improve efficiencies and customer satisfaction

Warranty/RMA/Out of Warranty

In conjunction to general case management responsibilities:

• Determine warranty status & manage claims

• Reconcile at month end for claims made with logistics, if required

Training

• Train other agents as required

• Support creation of training materials based on experience

Required Skills / Experience / Education

• Evidence of safety-first attitude

• 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred

• Minimum 2 years of experience in a call center/customer facing environment

• Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce

• The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment

• Adept oral and written communication skills that involves understanding the customer; getting the message across; presenting information effectively; and communicating openly

• High level of interpersonal skills to work effectively with others

• Computer skills to develop, maintain, and analyze data

• Demonstrated ability to learn new technologies and processes, and adapt to change

• Ability to innovate, solve complex issues, and present new ideas

• Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal

• Responsive and understanding of business issues and data challenges in Aftersales and IT Systems

• High level of analytical ability where problems are unusual, difficult, or complex

• Ability to lead problem solving activities and manage resolution targets

• Associate/Trade degree in related space and or four years of equivalent experience (electrical)

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Manufacturing and Customer Service

• Industries

  Administrative and Support Services and IT System Training and Support

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Inferred from the description for this job

Medical insurance

Vision insurance

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