Technical Service Representative

Basic Qualifications

Education/Training:

Three years of technical support experience assisting customers, technicians, and internal teams with the operation, troubleshooting, maintenance, and repair of equipment. Customer-facing technical support professional with technical issues. Mechanical and electrical troubleshooting, schematics and technical manual understanding, equipment diagnostics, problem solving and critical thinking, computer/service-management software proficiency, knowledge of preventative maintenance and repair procedures. 

Experience: 

Equipment/Trucking/Automotive, Service Excellence (ASE) Certification, Manufacturer Training, or other training.

General Responsibilities

This position will support Curry Supply’s continued expansion within the Service and Warranty

department. This role is a key position responsible for providing excellent customer service through listening to problem descriptions, determining the service needed, and preparing repair orders. Estimate repair cost and seek customer permission to do the work. 

Essential Duties

1. Troubleshoot and diagnose technical problems.
2. Guide customers through repairs or solutions.
3. Answer technical issues and service interactions.
4. Document issues and service interactions.
5. Escalate complex problems to engineering or specialized teams.
6. Provide product knowledge and technical training.
7. Coordinate with sales, engineering, and field service teams.
8. Provide technical assistance to customers and field technicians. 
9. Explain equipment operation, maintenance and repair procedures.
10. Review service manuals, schematics, and technical documentation.
11. Identify parts needed for repairs and coordinate replacements.
12. Escalate complex mechanical, electrical, hydraulic or software issues. 
13. Track service cases and document troubleshoot steps and resolutions.
14. Work with engineering, manufacturing, warranty and sales teams.
15. Train customers and technicians in proper equipment use and maintenance.
16. Help identify recurring equipment failures and recommend corrective action. 

1. Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.

1. Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the company’s compliance with all regulatory requirements.

1. Report pertinent information to the immediate supervisor as requested, or according to an established schedule; compile information as necessary or as directed and provide data to appropriate personnel.

1. Respond to inquiries relating to his/her particular area, or to requests from customers, other personnel, etc., within given time frames and within established policy.

Ancillary Duties

1. Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.