After Sales Technical Support

Description

This is primarily an in-office technical support role, focused on helping Customers by phone and email. After Sales Technicians troubleshoot product and service issues, document solutions, and work closely with internal teams to ensure a positive Customer experience. While the role is mainly office-based, it also offers occasional hands-on opportunities such as supporting installations, training, and trade shows.

Primary Responsibilities:

• Abide by the company’s Quality Management System
• Prioritize customer satisfaction and maintain compliance with statutory and regulatory requirements
• Protect the company’s assets, reputation, goodwill, and marketplace stature at all costs

Essential Functions:

This position will perform the below listed duties consistently, accurately, timely, safely, and at the lowest feasible cost:

• Listen to Customers patiently and maintain professionalism under pressure.
• Resolve problems quickly and escalate when necessary.
• Suggest improvements to troubleshooting guides and processes.
• Solve service issues and enter orders for service parts (warranty/parts sales).
• Coordinate with Team Members to find solutions.
• Create accurate reports and maintain product databases.
• Provide feedback and industry insights to Marketing and R&D.
• Maintain all tools, equipment, and workspaces.
• Observe safety rules and promote a safe work environment.
• Perform all other duties as assigned by the President.

The above statements are intended to describe the essential responsibilities of persons assigned to this role. They are not intended as an exhaustive list of all duties, responsibilities, and requirements.