Technical Services Representative

Assist customers in requests for technical product information and technical troubleshooting of electromechanical systems; resolve customer complaints concerns and issues; assist with technical training and mentoring; interact with other departments; assist with Lead Times pricing change orders requests tracking discrepancies; and perform a variety of duties in a multitask work environment.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

To perform this job successfully an individual must be able to perform each essential function satisfactorily:

• Ensure and provide phone coverage for set business hours. Communicate with customers to answer their inquiries and solve all issues that may arise.

• Process incoming phone inquiries emails chats and voice mails.

• Process Return Merchandise Authorizations as needed.

• Create and provide custom wiring diagrams for customers and assist in recommending needed parts for door locking applications.

• Process information in appropriate computer programs as required. This includes but is not limited to CRC Dash (and related programs) JD Edwards and Microsoft Office programs.

• Work with other departments as needed to ensure that we meet our customer needs.

• Operate within and help to improve work procedures for Tech Support using lean manufacturing principles

• Document quality issues through provided software and provide evaluation report to customers as needed

• Strive to develop and maintain a high standard of product knowledge sharing that knowledge with Sales Reps Customers Team members and other Employees.

• Conform with the organizations ISO 9001 & 14001 requirements

• Other duties or projects as assigned.

Individuals who need reasonable accommodations to enable them to perform these essential functions should discuss their needs with Human Resources. EMS will provide reasonable accommodations to such individuals unless doing so would impose an undue hardship on EMS or the individual is a direct threat.

Supervisory Responsibilities

There are no supervisory responsibilities with this position.

QUALIFICATIONS

The requirements listed below are representative of the knowledge skills and/or abilities required for this position.

Education and/or Experience:

• A minimum of two or more years of technical training in mechanics or electronics as well as strong technical skills; two to five years experience in a customer service related position preferably in a manufacturing environment; or equivalent combination of education and experience.

Computer Skills

• Proficiency in MS Office spreadsheets email and order processing software
• Possess a working knowledge of inventory manufacturing and database software

Language Ability

• For business and safety reasons ability to write reports and business correspondence in English and effectively present information and respond to questions from groups of managers clients customers technicians and assemblers in English.

We are the ASSA ABLOY Group
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As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.