Customer Experience Tech Support Representative

Customer Experience Tech Support Representative Pay Range: $25.00 – $27.00 per hour Shift: 1st Shift Schedule: Full-time Monday-Friday 9:30am-6:00pm Onsite Location: Lebanon Role Overview Permobil is dedicated to creating a future that is free from mobility limitations. We design and deliver innovative mobility solutions that transform lives, helping people live with greater independence, dignity, and freedom. As a Customer Experience Tech Support Representative, you will diagnose and resolve issues with power wheelchairs, provide technical support, manage customer interactions, and collaborate with cross‑functional teams to ensure high customer satisfaction. Responsibilities Diagnose and resolve issues with power wheelchairs, including electronics, motors, joysticks, batteries, and control systems. Assist with programming and setup of specialty controls and electronic accessories. Under general supervision, ensure customer satisfaction by providing expert guidance in areas of spare parts and accessories. Serve as primary customer contact and establish trusted professional working relationships with our provider network, end‑users and co‑workers. Record the nature of all customer contacts and other pertinent data into a management information system. Take and process phone/fax/email orders and price quote requests for parts; may enter and process return shipments from customers. Identify and resolve potential ordering problems; follow up to ensure timely and accurate product delivery and repair. Help process orders that require special handling and/or assembly; inspect product for damage or defect; record discrepancies or damages and notify manager. Ensure proper care in use of equipment and supplies; promote continuous improvement and safety. Occasionally provide departmental customer assistance in the identification, ordering, and repair of product, as appropriate. Perform other miscellaneous job‑related duties as assigned. Highlight cross‑functional collaboration and ownership. Emphasize continuous improvement and efficiency. Qualifications High school diploma or GED. Thorough understanding of electro‑mechanical devices, knowledge of technical support practices and procedures, and basic computer skills. Must be able to communicate and understand the English language; bilingual skills a plus. Industry experience strongly desired or other experience within Permobil for at least 6 months. Knowledge of Permobil products and/or services offered to customers; ability to communicate effectively, both orally and in writing; ability to resolve customer complaints and concerns; ability to comprehend and follow procedures; follow organizational structure, workflow, and operating procedures; exhibit organizing and coordinating skills; foster a cooperative work environment; work with common and company specific computer software and call center hardware. One to three years of experience directly related to the duties and responsibilities specified. Prior experience in mobility equipment repair or technical support. Ability to thrive in a fast‑paced, evolving environment. Strong problem‑solving mindset. Benefits Medical, Dental, and Vision benefits that begin on your first day. HSA contribution matching up to $1,600/year. 401(k) Retirement – 100% employer match on the first 3%, with 50% matching on the next 2% with immediate vesting. Traditional and ROTH options. Generous PTO policies. 100% Employer paid LTD, STD, and Life Insurance plans. Pay Transparency The expected pay range for this role is $25.00 – $27.00 per hour. Final compensation will depend on factors such as experience, skills, and internal equity. Equal Opportunity Employer Permobil is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Permobil will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. #J-18808-Ljbffr Permobil