Technical Customer Service Representative

Technical Customer Service Representative ProSun International. Remote, Philippines. United States business hours. Independent contractor. About ProSun International ProSun International has manufactured professional tanning, red light and massage equipment in St. Petersburg, Florida for 30 years. We sell to salons, spas, gyms and wellness studios across the United States and Canada, from owner-operated salons to the largest fitness chains. When a customer calls our Service team, they are talking to the people who built their equipment. Our Philippines team works United States hours and is treated as part of the same team as our US staff, with the same US holidays and paid time off. Our guiding principle is eight words long: integrity in all that we say and do. About the role This role owns a customer's problem from the first call to the confirmed fix. You will be the person on the phone with a salon owner whose bed is down, a field technician on site, or a licensed electrician at the panel, working out what is wrong and walking them through the fix. We are adding a third representative to a small Service team because the technical workload has grown. We want an analytical, electrically minded troubleshooter who explains technical steps clearly and gets them right the first time. What makes this different from most support roles. This is not a scripted call center queue. You own every ticket you open until it is closed. You make warranty, credit and replacement decisions yourself, within policy. And you are measured on results (fixes, speed, reviews), not on hours logged. What you will do • Take inbound calls, voicemails and emails from salon owners, technicians, installers and electricians across the US and Canada, with a first response the same business day. • Identify the unit from its serial label and diagnose electrical and electromechanical faults over the phone: ballasts, starters, lamps, control boards, timers, fans and wiring. • Confirm supply requirements with electricians: 110V or 220V, single-phase or three-phase, 208V and 240V supplies, voltage readings, and buck-boost transformer sizing and wiring. • Read wiring diagrams, schematics and error codes, and turn them into clear step-by-step instructions. • Work every technical call from our troubleshooting knowledge base, and add each new, confirmed fix to it the same week. • Ask for every reading, check and photo in one request, so the customer's electrician only has to visit once. • Make warranty, credit and replacement decisions within policy. When a case is unclear, bring a recommended solution, not just the problem. • Open, document and close service tickets to FDA complaint-record standard. If it is not in the ticket, it did not happen. • Quote and process the parts and lamps a customer needs to finish their repair. • Create warranty and replacement orders, raise nonconformance reports (NCRs), and schedule field technicians. • Spot repeat defects and flag them so Production and Quality can fix the root cause. • Work to a published scorecard, reviewed weekly. What you needExperience • Formal electrical training: a TESDA certification (such as Electrical Installation and Maintenance NC II), a trade or technical school program, or a degree in Electrical or Electronics Engineering. • Three or more years working in an electrical field: troubleshooting electrical or electromechanical equipment in technical support, field service, installation or maintenance. Technical You should be able to do all of the following without being shown: • Explain how to take a voltage reading with a multimeter, and what the reading means. • Tell single-phase from three-phase power, and explain how a buck-boost transformer raises or lowers a supply. • Read a wiring diagram or schematic and trace a fault through it. • Separate a failed component from a supply or wiring problem by elimination. Systems • A CRM or ticketing system. We use HubSpot. • Working Excel. Our current ticketing and quoting tools are Excel workbooks with macros. • Microsoft 365, especially Outlook and Teams. • AI tools in daily work, with the discipline to check every part number, voltage and date they produce before it goes to a customer. Other requirements • Fluent spoken and written English, with a phone presence that is natural and clear for United States clients. • The patience to explain the same fix to a non-technical salon owner and to a licensed electrician, in the words each one needs. • A methodical, analytical approach: you work out the whole problem before you act, and you write down what you did. • Comfortable working United States business hours (Philippines night shift), Monday to Friday. • A quiet home office with a reliable connection. Strongly preferred • A degree in Electrical or Electronics Engineering, or a PRC license (REE, RME or ECE). • Phone or email technical support for US or Canadian customers. • Experience with fitness or salon equipment, or medical devices. • Warranty claims, RMA or complaint handling in a manufacturing company. • Experience working to a published scorecard. What is expected of you Nobody here audits your hours. You build your own day. In return, you own the numbers that day produces, and you own the explanation for them. You should be able to open your own scorecard, read it properly and say what you are changing and why. Five things are expected every day, whatever your numbers say. They are not scored, and a strong week does not excuse them. • Every new complaint gets a first response the same business day. • The shared Service mailbox is empty at the end of the day. • Every open ticket has a next follow-up date. • Every call, email, part sent and decision made is logged on the ticket. • Any possible injury or over-exposure report goes to the Head of Service before you commit anything to the customer. How you will be measured Four key success factors decide whether the role is working. • Quality: five-star reviews, and mistakes someone else had to correct. Reviews measure how the customer felt about how you handled them, not just whether the bed got fixed. • Speed: average days to close, same-day first response, and tickets open more than 7 days. Every day a bed is down costs the customer money. • Efficiency: activities per customer. Fewer exchanges means you asked for everything once. • Compliance: ticket audit score, past due follow-ups and missing NCRs. Our tickets are FDA complaint records. Underneath those sits a published eleven-metric scorecard, weighted to 100 percent. You will see it on your first day and you will never have to guess how you are being graded. You are scored on a rolling twelve weeks, so one bad week cannot sink you and one great week cannot rescue you. Results (55%) • Five-star reviews • Average days to close • Ticket clearance rate • Mistakes Responsiveness (25%) • Same-day first response • Activities per customer contacted • Tickets open more than 7 days Compliance (20%) • Service ticket audit score • Past due follow-ups at week end • NCRs missing when required • Days mailbox cleared by end of day Fifty-five percent sits on results, twenty-five on responsiveness and twenty on compliance. Activity alone cannot carry a good score, and good results cannot survive a neglected follow-up list for long. Any line under 100 percent needs a written cause against it. The whole scorecard reduces to one line: a same-day first response and a one-pass request produce fewer exchanges; fewer exchanges produce faster fixes; faster fixes produce happy customers; happy customers leave reviews. Compensation • Monthly base: ₱76,440 • Annual bonus: one month of fees, paid before Christmas. • Statutory and HMO allowance: ₱6,000 a month. • Internet allowance: ₱1,500 a month. • Phone: a RingCentral line on the company account, at no cost to you. • Software: Claude and Microsoft 365, paid for. • Paid non-working days: two weeks of paid time off, plus United States holidays. • Equipment: computer and dual monitors after three months, subject to a performance review. Working arrangement • Independent contractor. This is not an employer and employee relationship, and the allowances above are provided so you can carry your own HMO and voluntary SSS, PhilHealth and Pag-IBIG contributions. • Fully remote, anywhere in the Philippines. • United States business hours, Monday to Friday. • Reporting to the Head of Service, Quality, and Compliance, with day-to-day support. How to apply Apply through LinkedIn with your CV. In your message, answer two things in a few sentences each. First, describe an electrical fault you diagnosed: what was wrong, how you found it, and what you checked to rule out everything else. Second, tell us about a time you walked a non-technical person through a fix by phone or email: what you asked them to do, and how you knew it worked.