Mechanical Support Specialist I

FIRMAN Power Equipment Technical Support Representative

In 2015, FIRMAN Power Equipment, Inc. introduced its portable generator power equipment to the North American market, offering customer-friendly units with larger tanks and extended run times. We also provide our customers with top-notch technical support.

Provides basic technical support and assistance to customers via e-mail, phone, or chat regarding their generator. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance on FIRMAN generators. Provides customers with preventive maintenance and configuration recommendations for their generator. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of FIRMAN products and services. Escalates more complex inquiries to a higher-level support team. Typically requires a high school diploma or equivalent. Typically reports to a supervisor.

Works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job.

Responsibilities and Functions:

• Communicates with Technical team using Teams application.
• Locates service centers for customers that require repair or maintenance on their generator.
• Maintains professionalism and composure during all customer interactions.
• Demonstrates empathy and patience to customers, especially under stressful situations.
• Utilizes NetSuite to navigate and create, part orders, customer profiles, support cases, and creating Shopify orders.
• Responds to Chat inquires quickly with an approval rating over 90%.
• Responds to Email Information page inquiries through Outlook.
• Troubleshoots and answers customer inquiries regarding FIRMAN products.
• Continuously learns FIRMAN products and best practices for troubleshooting generators.
• Vonage answer rate must be above 95% unless assigned other duties.
• Vonage ready state must be above 90% unless assigned other duties.
• Must answer and assist to completion over 99% of all calls.
• Attaches related documents and files to each customer profile case in NetSuite.
• Utilizes operating manuals, FAQ's, and website and other sources to assist with customer inquiries.
• May be required to assist other departments.
• Overtime as needed during peak season.
• Some travel as needed.
• Completes trainings and attends Company meetings as assigned.
• Other duties as assigned.

Skills and Abilities:

• Must have customer interaction experience by phone, email, and chat.
• Experience working with outside warehouses required.
• Experience using FedEx and UPS shipping interfaces.
• Must have attention to detail, good follow-through, and organizational skills are paramount.
• Excellent critical thinking skills and the ability to apply information quickly.
• Must be reliable, flexible, proactive, team player, and highly motivated.
• Knowledge of small engine operations and repairs.
• Must be able to navigate multiple screens.
• Ability to work in a dynamic, pressured, and ever-changing environment.
• Liaison with Operations to address complaints, questionnaires, and documentation.
• Bilingual is a plus French/Spanish.

Education:

• High school diploma or equivalent.
• Customer service experience a plus.

Communications:

• Ensures clear and timely communication within department and with other departments to maximize quality, productivity, and minimize customer complaints.
• A team player with an outgoing personality, willing to take the initiative while staying organized is necessary.
• Must have good written and verbal communication skills and act as a problem solver.
• Working knowledge of MS Office (Word, Excel, Outlook, PowerPoint) and NetSuite.
• Keeps the management team abreast of significant issues or developments identified during routine activities and actions being taken to improve the situation.
• Respects confidentiality of privileged information.

Personal Growth:

• Reviews and educates self on all FIRMAN products.
• Exercises tact and discretion in interpersonal contacts.
• Supports the Company Values.
• Demonstrates commitment to continued personal and professional growth and development.

Physical Demands:

• Regularly required to use hands to finger, handle, or feel.
• Reach with hands and arms and talk or hear.
• Frequently required to sit.
• Occasionally required to stand; walk and stoop, kneel, crouch, or crawl.
• Occasionally lift and/or move 10 to 25 pounds.
• Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.