Technical Service Representative

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily. Multi-Fab Products, LLC (MFP) is a Chamberlain company operating in many US locations. Job Summary This is a role within MFP's Customer Experience and Technical Support group. A successful incumbent is expected to (i) Assist customer via email and phone in identifying individual parts and explain their functions, and (ii) Delegates transactional entries to Tech Support Assistants to streamline department efficiencies. Requires 2+ years of related experience and a minimum of a High School Diploma or GED.

Essential Duties and Responsibilities:

Assist customer via email and phone in identifying individual parts and explain their functions. Delegates transactional entries to Tech Support Assistants to streamline department efficiencies. Utilizes our vast OEM owner's manual library to identify parts through process of elimination across all makes and models of dock and door equipment. Produce quotes for customers on the full range of dock equipment parts. Accurately diagnose product issues using customer input, technical drawings, owners manuals and reference data. Contributes to team discussion of problem solving sessions. Exercises a nature of curiosity to further understand the aftermarket nature inside the dock and door industry. Prepares formal quotes for customers that are accurate and thorough preparing the way for a successful order process for technical support assistants. Execute standard procedures to keep a consistent service level for our dealers. Cross train into other departments for a holistic understanding of the organization's processes. Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams. Protect Chamberlain Group's and Multi-Fab's reputation by keeping information confidential. Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies. Contribute to the team effort by accomplishing related results and participating on projects as needed.

Minimum Qualifications:

Education/Certifications:

High school diploma or

GED Experience:

2+ years of related experience

Knowledge, Skills, and Abilities:

Strong computer software skills and ability to use spreadsheets, databases, word processing applications, email, ERP System, IOT etc. daily with efficiency Excellent communication skills- verbal, telephone, in-person and written

Other:

Preferred Qualifications Education/Certifications:

Technical school or associates degree Controls aptitude and troubleshooting

Experience:

Experience in a technical service environment

Knowledge, Skills, and Abilities:

Ability to read and understand blueprints, schematics, manuals, bulletins and other specifications Understanding of electronics, electrical field wiring and control wiring

Pay:

$24.00 - $30.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Vision insurance

Work Location:

In person