Primary Responsibilities:

• Answer phone calls and respond to emails from distributors, dealers, OEM's and end-use customers to assist in installation, configuration and troubleshooting.
• Create notes, diagnostic procedures/troubleshooting guides, and other resources to enable customers to operate, install, troubleshoot and service products.
• Assist with return material authorizations when troubleshooting leads to this determination.
• Assist with other customer service and order management functions as necessary.
• Help to monitor trends in product performance and customer satisfaction.
• Provides technical assistance, expertise and feedback to internal customers.
• Works cross-functionally across the organization to address customer technical issues (e.g. proposes product improvements, manufacturing process improvements, etc..).
• Maintains database of customer inquiries, analyzes data and develops solutions to address significant and reoccurring issues.
• Assists other team members and management to make continuous improvement within the customer service department.

Requirements:

• Minimum of 2 years of related experience in technical support experience.
• Minimum 2-year degree in an electrical/electronic technology or equivalent experience.
• Ability to troubleshoot household electrical wiring and electrical systems.
• Requires excellent verbal and written communications skills in English. Fluency in French and/or Spanish is an asset.
• Excellent problem-solving skills, interpersonal skills, and customer service ethics.
• Strong organizational skills and the ability to multi-task across the organization.
• Working knowledge of common Microsoft applications (Word, Excel, Outlook)
• A self-starter with the demonstrated ability to work with minimal supervision.
• Travel