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 multi-task 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 customer’s 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.

Quality Commitment

• Assist the organization with establishing practices that align with ISO requirements.

Other Skills

• Excellent written/oral communication, organizational and customer service skills; solid mechanical aptitude including an understanding of electronics, circuits and proficiency with equipment such as a voltmeter.

Mathematical Ability

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percentage.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

Physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the job. 

While performing the functions of this position, the employee is frequently required to sit, stand, walk, stoop and kneel; use hands, reach with hands and arms; communicate clearly and effectively.  The employee may also be frequently required to lift up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. 

The noise level in the work and shop environment is moderate to loud.

While performing the duties of this position the employee may occasionally be required to work near fumes or airborne particles and toxic or caustic chemicals.  The employee may also be required to work near moving mechanical parts.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

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, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.