Technical Customer Service Representative - WAGNER Group : Job Details

YOUR BENEFITS Our benefit package includes:

• Starting at 4 weeks PTO per year
• 401(k) and a company match
• Profit Sharing Medical + Company HSA contribution
• Wellness Program
• Dental
• Vision
• Life Insurance
• Disability
• 6 Weeks Parental Leave
• Long term care insurance
• Tuition reimbursement
• Employee Resource Groups
• On-Site Café
• On-Site Gym

Pay: $58,000-70,000 + profit sharing Position Objective: Assist all end-users, distributors, dealers and sales reps on the operation, troubleshooting and resolving of in-field technical service of all products sold through the Contractor market channel. Technical Service Representatives address customer issues of our Titan products through calls, chat and email. Ideal candidates should have a strong customer service background as well as a mechanical background ex: automotive; HVAC; or similar service and repair fields. Responsibilities:

• Effectively and efficiently responds to a high volume of Customer Contact that may include phone calls, emails, chat and other forms of customer communication to resolve basic technical and operational problems with end-users, distributors, dealers and sales reps.
• Uses Service Notifications (SAP) to resolve customer situations including creation of Warranty Orders, Return Orders, and QN's (Quality Notifications) to assist in quality reporting.
• Knowledgeable of Titan Technical Service programs and supports Titan Authorized Service Centers with troubleshooting and repair of Titan equipment.
• Support Continuous Improvement by promoting Customer Centricity, is a customer advocate, and pushes for 100% customer satisfaction.
• Other duties as assigned.

Relationship To Others: 95% of all communication is with end users, distributors, dealers, sales reps, and Customer Service team. May also be in contact with Engineering, Product Management, Manufacturing, Quality and Sales. Dimensions of Position: Has authority and responsibility to determine if a unit or part is under warranty. Authorizes the repair or replacement of defective part or unit. Communicates failures to Quality for corrective action. Qualifications:Education and Experience

• Associate's degree in a mechanical field or related field; and 3 years' experience in technical service roles or equipment service, troubleshooting, or repair; or an equivalent combination of education, training, and experience as determined by the hiring manager and Human Resources.

Preferred Qualifications:

• Bilingual in Spanish

Knowledge, Skills, and Abilities

• Customer Centric Thinking
• Excellent Time Management skills
• Bilingual Skills (Spanish)
• Requires basic computer skills including Microsoft Word, Excel, and PowerPoint.
• Must communicate effectively in writing and verbally. Proficient at talking to others to convey information effectively.
• Requires active listening, speaking, and multitasking skills.
• Must be service oriented with the willingness to actively look for ways to help people.
• A good mechanical aptitude is important combined with visualizing skills.
• Occasional travel may be required.
• Live our Values of: Open, Cooperative, Accountable, Progressive, and Customer Centric.

Working Conditions Work is performed in a standard or home office environment which requires lifting and carrying objects up to 50 pounds frequently. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and phone usage. This position is hybrid, averaging 2 days per week in the office. Wagner is dedicated to the ongoing journey of equity, diversity and inclusion. We're proud to be an equal opportunity employer, and committed to building a workplace where everyone feels welcome, valued, and empowered to be themselves. We don't discriminate based on race, color, national origin, religion, gender, gender identity, sexual orientation, age, disability, veteran status, or any other characteristic protected by law. We encourage you to be your authentic self and share your unique perspectives. If you require any accommodation throughout the hiring process, please let us know how we can assist you.