Technical Service Representative Position Available In Dorchester, South Carolina

Technical Service Representative Horizon Scientific – 3.7

Summerville, SC Job Details Full-time Estimated:

$42.3K – $50.8K a year 1 day ago Benefits Health savings account AD&D insurance Paid holidays Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Life insurance Qualifications Sales Bachelor of Science Mid-level Microsoft Office Bachelor’s degree Computer skills Phone etiquette Associate’s degree HVAC Time management Full Job Description SUMMARY Standex is a diversified global manufacturing company operating in five segments which consist of Engraving, Engineering Technologies, Electronics, Scientific Solutions, and Specialty Solutions. Our market-leading manufacturing brands are recognized for quality and innovation. The position is based outside of Charleston in Summerville, South Carolina, at the Scientific Solutions division location, Horizon Scientific. Standex International Corporation is based out of Salem, NH (

NYSE:

SXI). Horizon Scientific is a fast-growing manufacturer and distributor of medical and laboratory equipment with specific focus on Research and Clinical Life Science Labs within the Pharmaceutical, Biotech, Hospital and University Markets. Horizon Scientific’s 100,000 sq. Ft. facility includes sheet metal fabrication, an automated powder coat paint booth, environmental temperature testing rooms, temperature testing, mapping and data logging stations. The position offers a variety of benefits, including:

• Competitive Salary and Benefit plans
• Healthcare Plan including health/dental/vision insurance
• 401K Plan with Company Match
• Life Insurance

Other Insurance Options:

HSA, FSA, AD+D

• Paid Time Off
• Paid Holidays

DESCRIPTION

The Technical Service Representative (TSR) is primarily responsible for providing technical telephone support on Horizon medical grade refrigerators and freezers in a call center environment. Inbound calls are directed using Horizon’s automated attendant telephone system and operates using a call queue design. The primary responsibility of the TSR is to diagnose and resolve product issues over the telephone, minimizing the need to dispatch field service. Good listening skills, time management, and understanding how to support customer expectations are essential in this role. The TSR may also be required to travel to the field from time to time (less than 10%) to assist customers with more complex issues that are not readily resolved over the telephone. Minimal travel (less than 10%) may also be needed for attending various training classes.

KEY RESPONSIBILITIES

• Respond to customer and sales representative product inquiries via telephone and email.
• Provide technical support on refrigeration equipment during product selection, installation, operation, and maintenance and product application. Dispatch service calls with independent field service organizations.
• Determine root cause and apply appropriate corrective action for all service-related issues.
• Accurately document all service events in IssueTrak and ensure that records are concise and clearly record actions taken as part of the support engagement.
• Accurately identify needed spare parts and follow internal processes to coordinate repair part delivery in the field.
• Maintain and support customers and the sales representatives throughout North America; responding to product issues and establishing rapport by phone, fax, e-mail or mail.
• Assist to coordinate and present the technical aspects of training for new personnel and outside sales representatives.
• Work with Sales and Marketing and Executive Management to keep product information up to date.
• Utilize computer information systems for purposes of data retrieval and order entry.
• Attend professional workshops and seminars as assigned.
• Periodically promote Horizon Scientific at trade shows, distributor’s national sales meetings and other training events.
• In addition, other duties may be assigned as the need arises.

KNOWLEDGE/SKILLS/ABILITIES

• Bachelor of Science Degree, Associates Degree and/or a Technical or Trade Certification preferred. Any courses in refrigeration, HVAC or Electronics would be a plus.
• Possess good speaking voice, pleasant phone personality, ability to make judgment calls and decisions.
• Good computer skills required. Knowledge of MS Office products are necessary.
• Must be organized, detail-oriented, and able to follow multi-step processes and easily take direction.
• Prefer the ability to work without direct supervision and independently pursue assignments with maximum problem-solving resolve.
• 3 years’ experience in technical service or sales is preferred.
• Must be able to lift 50 lbs and possess knowledge of machines and tools.

DISCLAIMER

The above job description is not an exhaustive list of all duties and responsibilities of the position and in no way, is to be construed as a contract. As with all positions, employment is “at will” or voluntary on both the part of the Company and the employee. Employment is not for a set period of time and may be discontinued by either party for any reason with or without notice. Horizon Scientific is committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace, and throughout the markets we serve. Our associates, customers, and shareholders contribute unique and different perspectives as a result of these diverse attributes. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 843-821-8010 to request accommodation.

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Shift:

8 hour shift Day shift Ability to

Commute:

Summerville, SC 29483 (Required)

Work Location:

In person