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Tech Support Specialist

Posted: 07-13-18 Company: S.G. Torrice Location: Wilmington, MA
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PURPOSE:  This position is primarily responsible for resolving customer technical issues.

PRINCIPAL DUTIES & ACCOUNTABILITIES:

Duties may include, but are not limited to the following, at the discretion of management:

Assist dealers in troubleshooting service and installation problems
Assist dealers with parts identification, availability, and pricing

Take customer parts orders either over the phone or at the counter from walk in customers
Maintain daily call log of customer interactions
Assist branch staff with set up of, and provide training and support on, Ingersoll Rand’s CATS parts ID, Oracle12 order management, and WMS warranty claims systems
Place parts orders on an urgent/emergency basis for dealers and branches
Manage, or assist in the management, of vendor product recalls or reworks
Participate in vendor sponsored training to retain technical proficiency with current and new products
File American Standard/Trane labor concession, warranty parts and freight claims through the WMS warranty claims system
Follow up on warranty claims to ensure vendors remit credits and dealers receive credit
Provide outside field service customer support on job sites
Provide support for outside TMs and branches for all equipment parts
Compile suggested stock parts lists for new products
Assist in teaching training classes
Conduct inventory cycle counts and make inventory adjustments to ensure accurate computer inventory
Assist at physical inventories
Other duties as assigned.

COMPETENCIES:

Customer Service Skills:  Individual is highly detail oriented.  Individual responds promptly and professionally to customer requests for assistance/service, solicits customer feedback to improve service, meets commitments made to customers.  Individual must be able to manage difficult/emotional customer situations.
Analytical/Problem Solving Skills: Strong interpersonal skills.  Demonstrates strong attention to detail.  Works well independently and in group problem solving situations. Resolves problems in a timely fashion; develops alternative solutions, uses reason even when dealing with emotional topics/customers. 
Interpersonal/Oral/Written Communication Skills: Listens without interruption and gets clarification when needed, focuses on solving conflict not blaming, maintains confidentiality, keeps emotions under control.  Speaks clearly, responds well to questions.  Remains open to others’ ideas and willing to learn new things.  Writes clearly and informatively, edits work for spelling and grammar.  Able to read and interpret written information.  Able to work independently with little supervision. 
Teamwork/Organizational Support/Professionalism: Balances team and individual responsibilities, open to other’s views, welcomes feedback, supports other empolyees’ and company’s efforts to succeed; follows company policies, competes organizational tasks on time, supports company’s goals as stated in company vision statement, adheres to company safety policies, approaches others tactfully, treats others respectfully, dresses professionally, treats company property respectfully.
Appropriate Quality/Quantity of Work: Demonstrates accuracy and thoroughness, monitors own work to ensure quality, looks for ways to improve and promote quality, completes work in a timely manner and notifies appropriate person when goals cannot be met, works quickly, uses time efficiently.
Ethics: Treats people with respect regardless of their status, shows respect for cultural differences, keeps commitments, works with integrity, inspires trust of others, accepts responsibility for own actions, is consistently at work and on time, arrives at meetings on time, follows instructions, responds to management direction takes responsibility for own actions, commits to long hours of work when necessary to reach goals.

QUALIFICATIONS:

Minimum of 5 years field or technical support experience.
Basic language skills.  Able to read and comprehend basic instructions and write basic correspondence.  Able to effectively present information to customers and company staff.  Must be fluent in English.
Basic mathematical skills.  Able to add, subtract, multiply and divide in all units of measure including whole numbers, common fractions and decimals.
Basic reasoning ability.  Able to apply common sense understanding to carry out written and oral instructions.
Intermediate computer skills.  Individual must learn/develop competency in the company’s customer system, SHIMS, and various manufacturers’ parts lookup software.  Individual should also be comfortable with Microsoft Office software.
Must be authorized to work in the United States
Must be able to travel between corporate offices and remote branches and job sites as required.
Must be able to work a maximum of 40 hours weekly and overtime as required.  Hours to be determined by manager.

TRAINING REQUIREMENTS:

To be determined.

Americans with Disability Specifications  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Instructions to Apply:

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