Product Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver repair and maintenance assistance to customers and regional field teams via phone or email.

• Address customer complaints and provide guidance on repair options and maintenance protocols.

• Keep call logs and document call specifics to ensure resolution of customer issues.

• Perform product and maintenance research utilizing online resources, maintenance manuals, service bulletins, internal memos, and additional written materials.

• Help customers with warranty inquiries and direct them to the appropriate department.

• Act as a liaison between customers and vendors to confirm accurate part numbers.

• Offer feedback and suggestions to engineering, field teams, and other internal departments to enhance customer service and optimize processes.

• Review maintenance manuals and service bulletins, providing feedback or recommendations.

• Assist customers and contractors who contact Emergency Roadside Assistance (ERSA).

• Support ERSA personnel with calls and coaching situations.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A minimum of 10 years in technical support and customer service roles.

• Familiarity with Oracle systems.

• Proficient in Microsoft Outlook, Excel, Word, and PowerPoint.

• Experience with the Genesys Cloud phone system.

• Knowledge of HVAC troubleshooting.

• Understanding of electrical and powertrain systems.

• Travel requirement is less than 5%.

• A degree in Engineering is advantageous.

🏝️ Benefits

• Benefits begin on the first day of employment!

• Company-funded base dental and vision coverage.

• Company-paid life insurance.

• Medical insurance options featuring employer HSA contribution plans.

• Competitive salary structure.

• 401K plan with company matching contributions.

• Paid vacation and statutory holidays.

• Continuous employee development through various in-house training programs.