Job Description

Description

Summary:

The Technical Service Representative I is responsible for providing technical support over the phone to customers and service agents. This position will walk the customers through the process of troubleshooting equipment failure.

Essential Duties and Responsibilities:

• Interface with customers and service agents over the phone or by email regarding equipment operation, equipment dimensions, parts inquiry, setup, installations, warranty, technical questions and troubleshooting on frozen beverage dispensers.
• Document customer issues efficiently and concisely into the Enterprise Resource Planning (ERP) system, IFS.
• Research part numbers and efficiently determine part availability.
• Walk customers through the process of measuring the amount of syrup dissolved in water to make sure that the unit is working properly.
• Processes warranty claims and order entry for warranty parts.
• Actively remain current on equipment and process changes to provide exceptional service to service agents and customers.
• Complete warranty spreadsheets on a weekly basis.
• Keep the work area clean.
• Perform other duties as needed and assigned.

Qualifications

Minimum Qualifications - Education/Experience:

• High School Diploma or GED required.
• Must have one 1 year of troubleshooting experience or the ability to be trained will be a must.
• Must be familiar with basic hand tools.
• Ability to deal with complaints regarding failing equipment.
• Ability to mitigate customers’ emotions as they are usually at their wits end when they call.
• Ability to work with a software system to manage customer information and enter data (e.g. ERP).
• Proficient with MS Office (Word, Excel, and Outlook).
• Customer Service experience a plus.
• Must have excellent communication skills because of daily contact with internal employees and customers.
• Must be able to pass a background check, drug test and a reference check.

Physical Demands:

• Required to sit, type, have eye/hand/foot coordination, occasionally stand, walk, lift, carry, push, pull, kneel, reach, and grasp.
• Ability to lift and/or move up to 20 pounds.
• This position works in a typical office, manufacturing, and lab environment.
• Clarity of vision including the ability to appropriately differentiate colors.
• Ability to hear, understand, and distinguish speech and other sounds.

FBD is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. All employment decisions are made based on qualifications, merit, and business need.