Technical Product Support Representative
Overhead Door Corporation
Technical Service Customer Care Representative I
The Technical Service Customer Care Representative I provides entry-level technical support for products manufactured by Overhead Door Corp./ Wayne Dalton. This role is the first point of contact for customers/ installers needing assistance with basic product/ installation questions or product/ installation troubleshooting. Works closely with more experienced team members to develop product knowledge and troubleshooting skills.
Responsibilities
Work with customers to provide support on technical issues, including but not limited to product information, troubleshooting, and installation question/ issues Provide customer support through inbound and outbound calls and/or emails. Log customer interactions and issues into CRM accurately. Learn and interpret basic product manuals and installation guides. Provide troubleshooting for door systems, operators, sensors, and control panels. Guide installers and dealers through proper installation and setup procedures. Escalate and document recurring product issues for continuous improvement. Other duties may be assigned as needed by manager. Occasional off-hours support may be required based on scheduling or during major installations or time-sensitive
Qualifications
A minimum of 0-2 years of work experience required. High school diploma or GED required; technical coursework is a plus. Willingness to learn and grow product lines and technical skills. Basic computer skills and CRM usage. Proficient with technical documentation and product specs. Ability to read schematics, installation diagrams, and wiring instructions. Strong communication (written and verbal) skills and ability to effectively troubleshoot. Strong customer service and conflict resolution skills in high-pressure environments. Ability to manage time and priorities in a fast-paced environment. Interpersonal and focus on the Customer Experience.
Associate's degree in engineering or equivalent technical training is preferred. 12 years of customer service or tech support experience. Ideally in the door industry or related fields (mechanical/electrical). Technical certification or trade license (e.g., journeyman electrician, access control certification, etc.). Experience with field diagnostic tools (multimeters, lift equipment, mobile field service software). Field service experience
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