Customer Experience Tech Support Representative

Customer Experience Tech Support Representative

Permobil exists to create a future that is free from mobility limitations. We design and deliver innovative mobility solutions that transform liveshelping people live with greater independence, dignity, and freedom.

Your Role in Our Mission

• 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, it ensures customer satisfaction by providing "expert" guidance in the areas of spare parts and accessories.
• Serves as primary customer contact and establishes trusted professional working relationships with our provider network, end-users and co-workers.
• Records the nature of all customer contacts and other pertinent data into a management information system.
• Takes and processes phone / Fax / Email orders and price quote requests for parts. May enter and process return shipments from customers.
• Identifies and resolves potential ordering problems, follows up to ensure timely and accurate product delivery and repair.
• May help to process orders that require special handling and/or assembly; Inspects product for damage or defect; records discrepancies or damages and notifies manager.
• Ensures proper care in use of equipment and supplies; promotes continuous improvement and safety.
• Occasionally, will provide departmental customer assistance in the identification, ordering, and repair of product, as appropriate.
• Performs other miscellaneous job-related duties as assigned.

Highlight cross-functional collaboration and ownership

Emphasize continuous improvement and efficiency

What You'll Bring

• 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. Bi-lingual skills a plus.
• Industry experience is 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; ability to foster a cooperative work environment; ability to 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.