Job Description
Job Overview:
Standard Schedule: Monday-Friday, 9:00am-6:00pm with overtime and weekends as needed
Job Summary
The Service Technician serves as a primary technical resource for customers and end users of highly configurable mobility products. This role provides professional, responsive assistance via phone, email, and video conferencing, addressing inquiries related to wheelchair adjustment, installations, troubleshooting, and general product functionality. The Service Technician is responsible for accurately documenting customer interactions, managing call center queues, and entering and resolving complaints. This role also works cross-functionally with other departments to identify root causes of technical concerns to deliver effective solutions.
Essential Functions
Job Responsibilities
- Provide professional technical support to customers and end users via email, phone (inbound/outbound), and video conferencing for a wide range of highly configurable mobility products, including guidance on wheelchair adjustments, installations, troubleshooting, and product functionality.
- Document customer interactions and complaints accurately within various proprietary software applications.
- Effectively manage a call center queue with a focus on consistently achieving high customer service standards.
- Effectively communicate with Customer Service team members and cross functionally with other departments (ex: sales and production) in a professional and efficient manner.
- Resolve customer concerns and complaints by identifying root causes, utilizing reference documents, and collaborating with department leadership or cross-functional teams; escalate complex issues as needed to ensure timely resolution.
- Contribute to continuous product improvement by providing feedback to Product Management and/or department leadership on technical resources, training materials, and Parts Manual accuracy, as well as, participating in product development initiatives and technical evaluations to expand product knowledge.
- Continually learn and retain knowledge about Ki Mobility products to quickly and accurately assist customers.
- Ensure and follow safety requirements and standards.
- Maintain a safe, neat and orderly work environment.
- Perform all duties in a manner that follows, demonstrates, and promotes Company’s values.
- Report to work as scheduled, on time, and able to work entire work schedule.
- Perform additional duties as assigned.
Knowledge, Skills, and Ability
- Ability to gain knowledge of all product lines.
- Skill and ability to assemble wheelchairs and use basic assembly tools.
- Ability to read and interpret parts diagrams.
- Ability to respond effectively to new, complex, and problematic situations and adapt your behavior to provide the best possible customer service.
- Skill and ability to navigate multiple computer applications, with the use of dual monitors, while speaking with customers or performing other customer service tasks.
- Ability to manage a call center queue with periods of high volume incoming/outgoing calls.
- Detail oriented with a passion for and ability to continuously learn.
- Possess excellent oral and written communication skills.
- Exceptional skills in professionalism while interacting with customers and company associates.
- Skill and ability to multi-task, prioritize, and manage time efficiently.
- Ability to exercise patience to get questions answered correctly and timely.
- Critical thinking skills with the ability to interpret detailed customer information to find accurate solutions.
- Basic level skills using computer applications (Microsoft Suite, enterprise software).
- Basic math proficiency.
- Ability to work effectively both independently and within a team environment.
- Ability to be highly adaptable and responsive to changing business needs.
- Possess a continuous improvement mindset.
- Ability to observe and identify details.
- Ability to work extended hours as scheduled, including weekends.
Physical Demands
- Frequent sitting, wrist manipulation, walking, and standing.
- Frequently perform sedentary work with lifting up to 10 pounds.
- Occasionally perform light work with lifting up to 20 pounds.
- Manual dexterity to type and operate office equipment frequently.
- Must be able to complete all physical requirements to perform essential functions.
Qualifications
Experience
- Required:
- Experience reading and interpreting parts diagrams.
- Experience assembling Ki Mobility products or other complex or custom products.
- Basic level experience with Microsoft Office programs (Word, Excel) and other enterprise software.
- Preferred:
- Minimum of 1+ years of experience in a call center position or relevant customer service experience working with complex or custom products.
Working Environment
- Standard working conditions include a temperature-controlled office and manufacturing environment.
This position does not now or in the future provide immigration sponsorship.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the associate for this position. Duties, activities, and responsibilities may change, or new ones may be assigned at any time with or without notice. Associate must be able to satisfactorily perform the essential functions of the position with or without reasonable accommodations.
Ki Mobility is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
