Mechanical Support Specialist I

Job Description

Job Description

In 2015, FIRMAN Power Equipment, Inc. introduced its portable generator power equipment to the North American market, offer customer-friendly units with larger tanks and extended run times. We also provide our customers with top-notch technical support.

Summary: 

Provides basic technical support and assistance to customers via e-mail, phone, or chat regarding their generator. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance on FIRMAN generators. Provides customers with preventive maintenance and configuration recommendations for their generator. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of FIRMAN products and services. Escalates more complex inquiries to a higher-level support team. Typically requires a high school diploma or equivalent. Typically reports to a supervisor. 

Works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. 

Responsibilities and Functions: 

• Communicates with Technical team using Teams application.
• Locates service centers for customers that require repair or maintenance on their generator.
• Maintains professionalism and composure during all customer interactions.
• Demonstrates empathy and patience to customers, especially under stressful situations.
• Utilize NetSuite to navigate and create, part orders, customer profiles, support cases, and creating Shopify orders.
• Responds to Chat inquires quickly with an approval rating over 90%.
• Responds to Email Information page inquiries through Outlook.
• Troubleshoot and answer customer inquiries regarding FIRMAN products.
• Continuously learns FIRMAN products and best practices for troubleshooting generators.
• Vonage answer rate must be above 95% unless assigned other duties.
• Vonage ready state must be above 90% unless assigned other duties.
• Must answer and assist to completion over 99% of all calls.
• Attach is related documents and files to each customer profile case in NetSuite.
• Utilizes operating manuals, FAQ’s, and website and other sources to assist with customer inquiries.
• May be required to assist other departments.
• Overtime as needed during peak season.
• Some travel as needed.