Mechanical Customer Support Representative - Remote

Imperial Industrial Supply•Cypress, TX

12d•Remote

About The Position

The Mechanical Support Specialist will provide exceptional customer support through multiple communication channels to diagnose and walk customers through the steps needed to fix a variety of mechanical issues. We are seeking a well-organized, positive energy, detail-oriented professional to assist customers with troubleshooting products and resolving any emerging issues, ultimately resulting in an exceptional customer experience. The ideal candidate will possess skills or have the ability to learn troubleshooting skills for a large range of products to include but not limited to generators and outdoor power equipment.

Requirements

Successful candidates will possess at minimum an advanced understanding of electrical & mechanical engine components and workings.
Ability to read and interpret technical drawings, exploded diagrams, and service manuals.
Understanding of mechanical engines, including experience with troubleshooting and repairing small engines.
2+ years of customer service experience in a high-volume call center environment.
Ability to cooperate with and support other members of customer service team.
Excellent verbal and written communication skills.
A high comfort level typing, navigating the internet and using multiple software systems.
Ability to multi-task, prioritize, and manage time effectively.
Demonstrated proficiency using conferencing/collaboration software (Zoom, Skype, Microsoft Teams, Slack)

Responsibilities

Manage a high level of inbound and outbound calls.
Provide customers with step-by-step product support through phone, email, chat and multi-platform communications.
Diagnose and troubleshoot mechanical and electrical issues with portable generators, guiding customers through the resolution process.
Varying inbound or outbound requests can include troubleshooting, diagnosing, programming and part assistance.
Maintain proficiency in product knowledge, troubleshooting, and customer instruction.
Report timely and well documented information regarding product performance and potential product concerns.
Provide creative ideas for preventing and/or solving technical service concerns (i.e. internal operating procedures, product service tools and techniques, technical relations, product issues, etc.)
Participates in development of new products, modification of existing products, and termination of ineffective products.