Technical Service Representative

Summary:

Essential Job Functions

• Responsible for providing product and technical support to Authorized Dealers, 12 Volt technicians, and consumers via e-mail, social media, telephone and live chat. 
• Instruct technicians on the appropriate use and installation of 12V remote start and security and other mobile electronics related products.
• Escalate issues as necessary to the appropriate teams. Communicate with customers and leadership regarding product issues and follow-up to make sure fixes are applied and tested. 
• Contribute to the achievement of set departmental goals, which include customer call hold-times, the percentage of calls answered by the department and quality of service.

• Ensure customer satisfaction by providing accurate information as requested in a timely and courteous manner. 

• Provide product feedback or preventative action information to appropriate company representatives.
• Document technical support calls into our CRM database with details about the caller inquiries.
• Assist in the final testing of new products and providing feedback to product development team.
• Comprehensive knowledge of a Digital Multimeter, oscilloscope, and other 12V testing equipment.
• Ad hoc projects as assigned by management

Education & Experience:

• High School Diploma or GED
• Mobile Electronics Certified Professional (MECP) certification required within first year upon hiring.
• Minimum 3 years of experience in the installation of mobile electronics equipment specializing in remote start, security and digital interface. 
• Ability to learn quickly in an ever-evolving market.
• Excellent communication and customer service skills.
• Strong telephone etiquette.
• Availability to travel if necessary. Travel may consist of driving personal vehicle for local training and/or flying by air.
• Computer literate in a Windows Environment.
• Spanish speaking is a plus.