Technical Customer Service Representative

Title: Technical Customer Service Representative
Location : Cleveland, OH 44135
Pay: $19.00-$20.00 per hour
Schedule: Monday-Friday, 8:00 AM-5:00 PM with a 1-hour lunch

Put Your Mechanical Skills to Work!

Nesco Resource is hiring a Technical Service Representative in Cleveland for a temp-to-hire opportunity with a well-established company. If you have strong mechanical aptitude, enjoy solving problems, and like helping people, this could be a great opportunity to put your skills to work.

This is not your typical call center position. You will be part of a technical service team where you'll use your mechanical knowledge, troubleshooting skills, and customer service abilities to help customers with pellet stoves, wood stoves, and other heating products.

You'll work directly with customers to understand their concerns, diagnose problems, research solutions, and guide them through the steps needed to resolve technical issues. You'll also have opportunities to build your product knowledge through training and hands-on learning.

What You'll Do:
• Provide friendly, professional, and knowledgeable technical support to customers.
• Respond to customer questions through inbound and outbound phone calls, email, web chat, and other communication channels.
• Troubleshoot and diagnose issues with pellet stoves, wood stoves, installed heaters, and related products.
• Ask questions and gather information to identify the source of technical problems.
• Guide customers through maintenance, troubleshooting, and corrective steps.
• Explain technical information clearly and in an easy-to-understand manner.
• Research technical questions using service manuals, schematic diagrams, and product information.
• Recommend solutions, replacement parts, accessories, and related products when appropriate.
• Maintain accurate records of customer interactions, technical issues, warranty concerns, and quality trends.
• Enter customer orders and RMAs into the company's operating system.
• Process customer credit card orders through web-based systems.
• Maintain up-to-date product knowledge and stay informed about industry and product trends.
• Communicate recurring quality issues, warranty trends, and potential product concerns to the Technical Service team.
• Work with parts specialists to help support service-parts availability.
• Represent the company professionally during occasional customer site visits, training events, and trade shows.
• Participate in technical training programs and continue developing product knowledge.
• Assist with occasional marketing, website, warehouse, and offseason technical projects.

What We're Looking For:

We're looking for someone who is mechanically minded, dependable, curious, and enjoys figuring out how things work.

The ideal candidate will have:
• 1-2 years of customer service or technical service experience.
• Strong mechanical aptitude and an interest in troubleshooting equipment.
• The ability to read and understand service manuals and schematic diagrams.
• Strong verbal and written communication skills.
• The ability to explain technical information clearly and professionally.
• Intermediate to advanced Microsoft Office skills, including Word, Outlook, and Excel.
• The ability to work independently while also being a strong team player.
• A professional, patient, and customer-focused attitude.
• The ability to make product and accessory recommendations when appropriate.
• An Associate's degree or technical training is preferred.
• Spanish/English bilingual skills are a plus.

Why You'll Enjoy This Opportunity:

If you're looking for something beyond a traditional customer service or call center job, this role offers the opportunity to develop valuable technical knowledge while helping people solve real problems.

You won't simply be reading from a script. You'll listen to customers, ask questions, troubleshoot issues, research solutions, and help determine the best way to resolve their concerns.

You'll also have opportunities for technical training, product education, customer site visits, and trade shows, giving you the chance to continue learning and growing in the role.

Ready to Put Your Skills to Work?

If you're mechanically inclined, enjoy solving problems, and like helping people, we'd love to hear from you!

COM033

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.