3+ years as electrician or working on electrical components; EV charging equipment repair/installation experience strongly preferred
Minimum 2 years of experience in a call center/customer facing environment
Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce
Requirements:
Technical diagnosis and remote troubleshooting using available tools
Support customers over live troubleshooting calls to resolve issues
Create/update cases in Salesforce and coordinate with logistics for parts ordering/return
Serve as lead for technical escalations from service partners, non-technical advisors and others
Job description
Our Client, an Automotive company, is looking for a Technical Service Agent for their Remote location.
Responsibilities:
Technical diagnosis and troubleshooting
Navigate available tools to perform remote diagnosis & troubleshooting
Provide resolution guidance for site visits to other parties
Ensure high customer satisfaction during issue resolution
Customer Support
Support customers over live troubleshooting calls to resolve issues
Case Management
Create/update cases in Salesforce
Work with logistics for parts ordering/return
Serve as lead for technical escalations from service partners, non technical advisors and others
Provide training as subject matter expert on technical details
Provide flow related insights/feedback to improve efficiencies and customer satisfaction
Warranty/RMA/Out of Warranty
In conjunction to general case management responsibilities:
Determine warranty status & manage claims
Reconcile at month end for claims made with logistics, if required
Warm transfers/ service tech scheduling, if required
Training
Train other agents as required
Support creation of training materials based on experience
Requirements:
Evidence of safety-first attitude
3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred
Minimum 2 years of experience in a call center/customer facing environment
Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce
The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
Adept oral and written communication skills that involves understanding the customer; getting the message across; presenting information effectively; and communicating openly
High level of interpersonal skills to work effectively with others and customers
Computer skills to develop, maintain, and analyze data
Demonstrated ability to learn new technologies and processes, and adapt to change
Ability to innovate, solve complex issues, and present new ideas
Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
High level of analytical ability where problems are unusual, difficult, or complex
Ability to lead problem solving activities and manage resolution targets
Associate/Trade degree in related space and or four years of equivalent experience (electrical)
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.
