Technical Service Representative II, myQ Support

Systems LLC an affiliate of Chamberlain Group is a U.S.-based manufacturer of loading dock equipmentmarketed under the Poweramp DLM and McGuire brands. With manufacturing facilities in Germantown Wisconsin and Malvern Arkansas all products are designed and produced in the USA using lean manufacturing techniques. We strive to recruit the best talent in the industry and give employees opportunities for continuing education and training to help them advance in their careers.

This is a role within Systems Customer Experience and Technical Support group. A successful incumbent is expected to (i) Provide technical support to customers over telephone and email for both Systems products and myQ addressing and resolving questions and problems with equipment setup and install; provide assistance to entry level representatives; escalate and track technical issues to the appropriate team member or company departments as required and (ii) Investigate and resolve production installation and technical support issues related to Systems specialized control boxes and equipment including sensors controllers integrations and optional iDock hardware

Job Responsibilities:

• Provide technical support to customers over telephone and email for both Systems products and myQ addressing and resolving questions and problems with equipment setup and install; provide assistance to entry level representatives; escalate and track technical issues to the appropriate team member or company departments as required
• Investigate and resolve production installation and technical support issues related to Systems specialized control boxes and equipment including sensors controllers integrations and optional iDock hardware
• Direct myQ inquires through appropriate channels (sales support etc); Program and commission gateways; install and connect gateways; troubleshoot gateways and communicate resolution to customers
• Troubleshoot diagnose track and resolve issues with Systems specialized control boxes and products including sensors controllers and interconnective equipment
• Work collaboratively with team members business partners and customers to define design develop and implement future technology solutions that resolve application issues and improve product functionality; communicate with the Engineering department on any technical issues with controls or other equipment
• Offer assistance and support on the installation of Systems products
• Provide corrective actions for products under warranty according to policy procedures; create warranty claims and work with warranty coordinator as necessary
• Participate in field service work as required
• Cross train on part order entry and assist with order entry coverage
• Facilitate warranty testing/inspections
• Assist with training new personnel
• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
• Protect Chamberlain Groups and Systems reputation by keeping information confidential.
• Maintain professional and technical knowledge by attending educational workshops reading professional publications establishing personal networks and participating in professional societies.
• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Job Requirements:

• High School Diploma or GED Equivalent
• 4 years of related experience or related technical education may serve in lieu of experience
• Ability to travel to customer sites 10% of the time

Knowledge Skills and Abilities:

• Strong computer software skills and ability to use spreadsheets databases word processing applications email ERP System IOT etc. daily with efficiency
• Excellent communication skills- verbal telephone in-person and written
• Ability to read and understand blueprints schematics manuals bulletins and other specifications
• Understanding of electronics electrical field wiring and control wiring

Preferred Job Requirements:

• Technical school or associates degree
• Experience in a technical service environment
• Experience with loading dock equipment
• Valid drivers license with good record

Knowledge Skills and Abilities:

• Basic welding knowledge

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. Were proud to be an Equal Opportunity Employer and youll be considered for this role regardless of race color religion sex national origin age sexual orientation ancestry; marital disabled or veteran status. Were committed to fostering an environment where people of all lived experiences feel welcome.

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact in confidence .

NOTE: Staffing agencies headhunters recruiters and/or placement agencies please do not contact our hiring managers directly.