Technical Services Specialist

EPITECWarren, MI, US

18 hours ago

Job type

Full-time

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

Associate

Employment type

Full-time

Job function

Manufacturing and Customer Service

Industries

Administrative and Support Services and IT System Training and Support

Referrals increase your chances of interviewing at EPITEC by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

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Technical Specialist • Warren, MI, US

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