Technical Service Representative

Technical Service Representative

Your role as a Technical Service Representative will provide technical support for Power Technique North America's Multibrand product offering. In this role, you will deliver timely and effective assistance to internal and external customers via phone, email, and other communication channels, as well as provide onsite troubleshooting and technical support as needed.

Job Responsibilities:

• Oversee the warranty claims process, ensuring accurate and timely resolution in accordance with company policies and procedures while supporting warranty recovery KPIs.
• Collaborate with product company engineering and technical support teams to identify and resolve product quality issues efficiently.
• Partner with product companies and local vendors to recover costs associated with warranty-related product quality issues.
• Develop and deliver technical service training to internal teams and distributor service personnel.
• Provide exceptional customer service by responding to technical inquiries and resolving issues in a timely and professional manner.
• Build and maintain strong customer relationships through effective communication, professionalism, and interpersonal skills.
• Train and provide technical assistance to fellow Technical Service Representatives and Service Technicians.
• Participate in a rotating on-call schedule to provide technical support during evenings and weekends, as needed.
• Attend and actively participate in company-sponsored training and professional development opportunities.
• Effectively utilize business systems and software, including SAP, Microsoft Office, email, and other communication tools.
• Provide backup support for team members during absences to ensure continuity of service.
• Perform additional duties as assigned.

This position requires a modest level of travel within the United States and internationally, 35% to 45%. To succeed, you will need:

• A high school diploma or GED is required.
• 23 years of technical field or shop service experience maintaining and repairing power equipment (Atlas Copco, Chicago Pneumatic, or similar equipment), or equivalent experience.
• Demonstrated expertise in the maintenance, overhaul, and repair of a variety of equipment within the assigned product line.
• At least 2 years of progressive work experience in a related industry.
• A valid driver's license.
• Current Safety and Health Administration-required training certifications.
• Desired Skills: Advanced knowledge of products within the assigned product line, along with a working knowledge of other product lines supported by the Company. Proficiency in working with high- and low-voltage electrical control systems. Knowledge of portable industrial equipment repair and maintenance. Strong mechanical and electrical skills. Basic proficiency with computers and business systems, including Microsoft Office and SAP, along with an understanding of distribution channels and accounting practices. Ability to work independently, take initiative, and be self-motivated. Excellent communication and interpersonal skills with a strong customer service focus. Willingness to learn, develop new skills, and grow within the business.

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role. In return, we offer competitive wages and a world-class benefits package including medical, dental, and vision insurance, company-paid life, short and long-term disability insurance, generous paid time off, and 401(k) matching and automatic company contribution.

Power Technique North America LLC is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Accessibility Notice: If you need reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: View email address on click.appcast.io or call View phone number on click.appcast.io. Reasonable accommodation requests will be considered on a case-by-case basis.

This role offers a hybrid working arrangement, allowing you to split your time between working remotely 1 day a week and being on-site 4 days a week at our office in Rock Hill, South Carolina (USA).