Scope of role
The Technical Service Representative acts as the front lines for phone support. They work directly with other members of Tech Services, Product Management, and Sales to prioritize the phone support, some travel focused on training/development, and field assistance where the business may need it.
Roles and responsibilities
Technical Support & Expertise
- Provide Tier I, II, and III technical support via phone and on-site assistance for the entire BEA product line.
- Respond to technical support calls within scheduled timeframes.
- Log all support interactions in the CRM system for tracking, reference, training, and quality control purposes.
- Attend OEM-focused technical training seminars, document key takeaways, and retrain internal teams.
Training & Education
- Conduct on-site and remote technical training for internal and external customers.
- Develop and lead technical training sessions for:
- Internal teams (technical and sales).
- External partners, including Sensor Certification Training and customer-focused webinars.
- Ensure AAADM training is delivered, and technicians are certified in compliance with current ANSI standards.
Testing & Product Adoption
- Assist engineering with in-house lab and field testing of products.
- Perform and document competitive product testing as needed.
- Maintain and update the wiring diagram database, including the creation of new diagrams.
Industry Standards & Compliance
- Provide on-site installation support when necessary.
- Submit Trip/Customer Visit Follow-up Reports (BTR/TTR) after each customer interaction.
- Stay up to date with local and international industry standards.
- Obtain and maintain AAADM Inspector certification.
Other Responsibilities
- Contribute to continuous process improvement and knowledge sharing.
- Perform additional duties as assigned by the Manager.
Additional responsibilities may be assigned at the discretion of the Technical Services Manager to meet business needs.
Competencies
- Requirements Degree(s) or certification(s): Associate’s degree in electronics (preferred) or 2-3 years of relevant experience.
- Recertification needed: N/A
- Professional experience required:5 years of industry-related experience
- Technical skills Possess electrical and mechanical aptitude with the ability to diagnose and resolve product/application issues in the field and remotely.
- Outstanding presentation skills for conducting technical training and education sessions for customers and internal teams.
- Ability to create, read, and explain wiring diagrams.
- Required travel up to 50%
IT Proficiency
- Basic level proficiency in ERP Proficient MS Office applications including Word, Excel, Power Point and Outlook.
Language skills:
Interpersonal skills
- Excellent verbal and written communication for clear interaction with team members, customers, and cross-functional departments
- Strong leadership and coaching ability to motivate and develop a full technical support team.
- Conflict resolution and problem-solving skills to manage escalations and maintain positive relationships across the organization.
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