Customer Experience Tech I

Job Title: Customer Experience Technician I

Department: Martcart/Spraymaster Service

Reports To: Customer Experience Tech Manager

FLSA Status: Exempt

Location: Onsite

Date: 04/27/2026

Summary/Objective

The Customer Experience Technician I is responsible for ensuring the care of customers and service companies by providing the services necessary to ensure accurate and timely repair of our products through technical analysis and parts orders. 

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide excellent customer service to both internal and external customers while maintaining a high level of professionalism.
• Communicate with end-user customers, technicians, and service companies to troubleshoot and resolve technical issues satisfactorily.
• De-escalate situations involving dissatisfied customers, offering to serve as primary contact until a resolution is achieved.
• Demonstrates a technical understanding of all Mart Cart and/or SMT products, including but not limited to Mart Cart branded units (all models), Care Chairs, Shoppers Aids, and SMT system components. 
• Process e-mails and phone correspondence from service companies or customers. 
• Generate accurate parts orders when received from customers via email, phone, etc. 
• Authorizes warranty work. 
• Provide follow-up with customers and/or internal departments to ensure fulfillment of orders and satisfactory resolution of all issues, as appropriate. 
• Files Service Department records daily. 

Competencies:

• Communication Skills: Organizes and expresses ideas and information clearly, using appropriate and efficient communication methods.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal customers. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Detailed Oriented: Verifies important details and ensures no surprises or gaps in the needed information.
• Analytical Skills: The ability to observe, research, identify, and solve complex problems.
• Collaboration: Works collaboratively with others across the organization to achieve shared objectives. Partners with others to get work done.
• Multi-tasking: The ability to work on multiple tasks at once and complete them simultaneously. Comfortable juggling multiple projects and priorities.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Supervisory Responsibility

This position has no supervisory responsibility. 

Work Environment

Most of the time will be spent in an office environment. Long periods of sitting are required. Time will be required in the warehouse and production facilities, which may include machinery, high summer heat, and noise from tools. While performing some duties of this job, the employee may be exposed to noise and vibration from tools. Personal Protective Equipment may be required in some instances, such as safety glasses and/or gloves. Hearing protection is provided and required if the noise is excessive.

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to sit and stand for long periods. The employee must frequently use hands and fingers to handle or feel objects, tools, or controls and climb or balance. The employee must walk, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.

The employee must regularly lift, push, pull, and grip. Must be able to lift and walk with up to 40-pound object. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Evening, and weekend work may be required as job duties demand.

Preferred Education and Experience: 

• High School Diploma or equivalent.
• One year of related experience 

AAP/EEO Statement: KS provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Other Job Duties: This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of KS are expected to perform tasks as assigned by KS supervisory/management personnel, regardless of job title or routine job duties.