Technical Services Specialist

6 days ago Be among the first 25 applicantsThis range is provided by EPITEC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range$22.00/hr - $24.00/hrDirect message the job poster from EPITECTechnical service agent, will be responsible for handling technical diagnostic and remote troubleshooting customer calls of charging equipment to support with customer care cases and other adjacencies.Key ResponsibilitiesTechnical diagnosis and troubleshooting• Navigate available tools to perform remote diagnosis & troubleshooting• Provide resolution guidance for site visits to other parties• Ensure high customer satisfaction during issue resolutionCase Management• Create/update cases in Salesforce• Work with logistics for parts ordering/return• Serve as lead for technical escalations from service partners, non technical advisors and others• Provide training as subject matter expert on technical details• Provide flow related insights/feedback to improve efficiencies and customer satisfactionWarranty/RMA/Out of WarrantyIn conjunction to general case management responsibilities:• Determine warranty status & manage claims• Reconcile at month end for claims made with logistics, if requiredTraining• Train other agents as required• Support creation of training materials based on experienceRequired Skills / Experience / Education• Evidence of safety-first attitude• 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred• Minimum 2 years of experience in a call center/customer facing environment• Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce• The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment• Adept oral and written communication skills that involves understanding the customer; getting the message across; presenting information effectively; and communicating openly• High level of interpersonal skills to work effectively with others• Computer skills to develop, maintain, and analyze data• Demonstrated ability to learn new technologies and processes, and adapt to change• Ability to innovate, solve complex issues, and present new ideas• Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal• Responsive and understanding of business issues and data challenges in Aftersales and IT Systems• High level of analytical ability where problems are unusual, difficult, or complex• Ability to lead problem solving activities and manage resolution targets• Associate/Trade degree in related space and or four years of equivalent experience (electrical)Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionManufacturing and Customer ServiceIndustriesAdministrative and Support Services and IT System Training and SupportReferrals increase your chances of interviewing at EPITEC by 2xInferred from the description for this jobMedical insuranceVision insuranceGet notified when a new job is posted.Sign in to set job alerts for "Technical Services Specialist" roles.Troy, MI $50,000.00-$65,000.00 3 months agoSector Tech: Digital Grid - Operational Technology Services Leader - US ConsultingExecutive Technical Customer Service SpecialistField Service Technical Representative (Detroit, MI)Technical Service Representative Automation- Northern Indiana or South MichiganTechnical Service & Applications Development Engineer (1958)Research Lab Associate I- Contingent- Neurology Tech and Professional ServicesUltrasonic Welding Technical Support SpecialistTechnical Service Agent (Hybrid - Warren, MI)Commercial Solutions Specialist - Automotive IndustryWe're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.J-18808-Ljbffr