Customer Service Technical Phone Support

JOB SUMMARY:

Responsible for providing technical probem resolution, troubleshoot issues with security products, and provides customer service support over the phone. Also responsible for onsite/offsite product training, providing electronic technical support, installing equipment, maintaining records of customer interactions and collaborating with others to improve customer service requirements and satisfaction. Completes other related duties as directed.

ESSENTIAL JOB FUNCTIONS: Include but are not limited to:

  • Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to ensure proper operation of company products.
  • Provide technical and sales customer support services for security products over the phone and electronically.
  • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
  • Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars.
  • Routinely observe operational performance and install of security product and updates when necessary to increase product knowledge and technical skills.
  • Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management, returns, replacements or repair personnel.
  • Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with security products.
  • Reads and works with drawings, process sheets, operations manuals, schematics and work orders.
  • Test and repair electronic boards, parts, hardware and other manufactured security products using hand tools and power tools and machinery.
  • Ship product parts under warranty and for repairs or lost items to customers.
  • Attends, sets-up demos and actively participates during tradeshows.
  • Provides on-site/off-site product training to vendors, sales dealers, staff, etc…
  • Maintains logs and reports; customer phone, repair, inventory logs/reports ect…
  • Evaluates and critiques installation instructions and new products for continuous improvement and communicates identified opportunities to supervisor.
  • Follows established procedures, work instructions and operational controls implemented by Detex to comply with all applicable legal requirements.
  • Follows safe working practices and properly wears personal protective equipment.
  • Performs other duties as directed.

Qualifications:

Associates degree in electronics and/or help desk support technician with windows desktop certification (MSCDST Microsoft Certified Desktop Support Technician) and three-years related experience; or an equivalent combination of education and/or related experience and willingness to learn through on-the-job training.

  • Knowledge of electronic principles, concepts and testing procedures.
  • Ability to read and interpret installation instructions, blueprints, process sheets, operations manuals, schematics and work orders.
  • Ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures on electronic and hardware products.
  • Ability to troubleshoot electronic and hardware products.
  • Ability to use electronic testing equipment, measuring devices and hand tools.
  • Ability to use various soldering and wiring technics.
  • Ability to perform mathematical calculations.
  • Skills in effectively listening and communicating verbally and in writing.
  • Strong communication skills and ability to remain calm and professional in all circumstances and ability to use tact and diplomacy.
  • Ability to compile and maintain records, logs and organize reports.
  • Ability to operate office equipment; computer, phones, fax, etc…
  • Ability to establish and maintain effective working relationships internally and externally.
  • Be willing to work weekend hours, and overtime as required.
  • Bilingual; English/Spanish, preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to lift, carry, push and pull or otherwise move objects up to 50 pounds occasionally and/or frequently.
  • Work involves frequent periods of sitting, standing, walking, stooping, kneeling, crouching, twisting/turning and reaching; bending at the waist. Indoor/ out-door work environment.
  • Visual acuity, speech and hearing; hand eye coordination, utilize near and far vision, depth perception and manual dexterity necessary to work with various materials, objects and operate telephone, computer keyboard, basic office and shipping equipment which are essential aspects of this position.

Repair Tech

JOB SUMMARY:

Responsible for repairing and testing electronic boards, parts, hardware, and other manufactured security products; provides electronic technical support and troubleshoots issues with products. Performs other related duties as required.

ESSENTIAL JOB FUNCTIONS: Include but are not limited to:

  • Trouble shoots and diagnoses malfunctioning circuits and recommends and/or implements corrective action.
  • Reads and works with blueprints, process sheets, operations manuals, schematics, and work orders.
  • Dismantles equipment or devices to gain access to and remove defective parts or components using hand tools and power tools/machinery.
  • Evaluates and provides price estimates to repair circuit boards, hardware, and other safety/security devices.
  • Maintains and updates estimate pending and awaiting pack lists.
  • Responds to general questions or complaints related to product(s).
  • Provides electronic technical support for manufacturing.
  • Provides general and technical information related to products. 
  • Assists in the design, development, testing and approval of new parts and products.
  • Provide technical support on security products over the phone and electronically.
  • Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars.
  • Routinely observe operational performance and install of security product and updates when necessary, to increase product knowledge and technical skills.
  • Maintains detailed records of daily reported issues and completed repairs along with any further actions required on returns, replacements, or repairs.
  • Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with security products.
  • Test and repair electronic boards, parts, hardware, and other manufactured security products using hand tools and power tools and machinery.
  • Follows established procedures, work instructions and operational controls implemented by Detex to comply with all applicable legal requirements.
  • Follows safe working practices and properly wears personal protective equipment.
  • Performs other duties as directed.

QUALIFICATIONS:

Associates degree in electronics and one-year related experience; or an equivalent combination of education and/or related experience.

  • Knowledge of electronic principles, concepts, and testing procedures
  • Knowledge of and skill in operating personal computer and other office equipment
  • Ability to read and interpret installation instructions, blueprints, process sheets, operations manuals, schematics, and work orders.
  • Ability to quickly identify problems, form solutions, and troubleshoot on electronic and hardware products. Ability to use various soldering and wiring technics.
  • Ability to use electronic testing equipment, measuring devices and hand tools.
  • Ability to perform mathematical calculations.
  • Skills in effectively listening and communicating verbally and in writing.
  • Ability to compile and maintain records, logs and organize reports accurately.
  • Ability to operate office equipment and systems; computer, email, excel, phones etc.…
  • Ability to establish and maintain effective working relationships internally and externally.
  • Be willing to work weekend hours, and overtime as required.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to lift, carry, push, and pull or otherwise move objects up to 50 pounds occasionally and/or frequently.
  • Work involves frequent periods of sitting, standing, walking, stooping, kneeling, crouching, twisting/turning, and reaching, bending at the waist. Indoor/ out-door work environment.
  • Visual acuity, speech and hearing; hand eye coordination, utilize near and far vision, depth perception and manual dexterity necessary to work with various materials, objects and operate telephone, computer keyboard, basic office and shipping equipment which are essential aspects of this position.

Customer Service Technical Phone Support

JOB SUMMARY:

Responsible for providing technical probem resolution, troubleshoot issues with security products, and provides customer service support over the phone. Also responsible for onsite/offsite product training, providing electronic technical support, installing equipment, maintaining records of customer interactions and collaborating with others to improve customer service requirements and satisfaction. Completes other related duties as directed.

ESSENTIAL JOB FUNCTIONS: Include but are not limited to:

  • Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to ensure proper operation of company products.
  • Provide technical and sales customer support services for security products over the phone and electronically.
  • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
  • Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars.
  • Routinely observe operational performance and install of security product and updates when necessary to increase product knowledge and technical skills.
  • Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management, returns, replacements or repair personnel.
  • Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with security products.
  • Reads and works with drawings, process sheets, operations manuals, schematics and work orders.
  • Test and repair electronic boards, parts, hardware and other manufactured security products using hand tools and power tools and machinery.
  • Ship product parts under warranty and for repairs or lost items to customers.
  • Attends, sets-up demos and actively participates during tradeshows.
  • Provides on-site/off-site product training to vendors, sales dealers, staff, etc…
  • Maintains logs and reports; customer phone, repair, inventory logs/reports ect…
  • Evaluates and critiques installation instructions and new products for continuous improvement and communicates identified opportunities to supervisor.
  • Follows established procedures, work instructions and operational controls implemented by Detex to comply with all applicable legal requirements.
  • Follows safe working practices and properly wears personal protective equipment.
  • Performs other duties as directed.

Qualifications:

Associates degree in electronics and/or help desk support technician with windows desktop certification (MSCDST Microsoft Certified Desktop Support Technician) and three-years related experience; or an equivalent combination of education and/or related experience and willingness to learn through on-the-job training.

  • Knowledge of electronic principles, concepts and testing procedures.
  • Ability to read and interpret installation instructions, blueprints, process sheets, operations manuals, schematics and work orders.
  • Ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures on electronic and hardware products.
  • Ability to troubleshoot electronic and hardware products.
  • Ability to use electronic testing equipment, measuring devices and hand tools.
  • Ability to use various soldering and wiring technics.
  • Ability to perform mathematical calculations.
  • Skills in effectively listening and communicating verbally and in writing.
  • Strong communication skills and ability to remain calm and professional in all circumstances and ability to use tact and diplomacy.
  • Ability to compile and maintain records, logs and organize reports.
  • Ability to operate office equipment; computer, phones, fax, etc…
  • Ability to establish and maintain effective working relationships internally and externally.
  • Be willing to work weekend hours, and overtime as required.
  • Bilingual; English/Spanish, preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to lift, carry, push and pull or otherwise move objects up to 50 pounds occasionally and/or frequently.
  • Work involves frequent periods of sitting, standing, walking, stooping, kneeling, crouching, twisting/turning and reaching; bending at the waist. Indoor/ out-door work environment.
  • Visual acuity, speech and hearing; hand eye coordination, utilize near and far vision, depth perception and manual dexterity necessary to work with various materials, objects and operate telephone, computer keyboard, basic office and shipping equipment which are essential aspects of this position.

Customer Service Order Entry

Primary responsibility is to respond to customer service requests and process purchase orders.

Responsible for receiving, entering and processing sales, shipping and repair orders; providing customer service information; and performing other office support related duties as required.

ESSENTIAL JOB FUNCTIONS: Include but are not limited to:

  • Provides product and billing information, tracking numbers, order status, price/proforma quotes, COD’s and freight costs to customers via telephone and electronically.
  • Receives purchase orders via telephone or electronically; verifies and enters information like pricing, items being ordered, COD cash in advance or open account into system.
  • Calculates credits, price quotes, taxes, COD’s and freight costs on quotes and purchase orders and receives and enters rush orders.
  • When accounts are on credit hold, notifies accounting for appropriate disposition.
  • Works closely with Customer Service Technical Support to assure customer success.
  • Prepares packs with special shipping/packing instructions before releasing for shipping.
  • Coordinates shipments between factory, customer and forwarder.
  • Prepares documents for processing credits, debits and RMA’s.
  • Supports new hire training and cross-training to ensure business continuity.
  • Maintains the cleanliness, organization and safety of workarea; follows safe working practices and wears required personal protective equipment.
  • Follows established procedures and/or guidelines in performing essential job functions to comply with all company policies and applicable legal requirements.
  • Performs related duties as assigned.

Qualifications:

Graduation from High School or General Education Development (GED) certificate; one year experience preferred. Experience in manufacturing environment desired.

  • Experience in processing purchase orders for relatively complex configurable products.
  • Initiative and organizational ability for effective time management and ability to adjust priorities in a fast-paced environment to meet deadlines.
  • Proficient in operating personal computer and other office equipment.
  • Knowledge of and skill in basic mathematical calculations.
  • Ability to interpreting sales orders and to maintain records.
  • Ability to communicate in a clear, concise manner, listen attentively and provide customer service tactfully verbally and in writing internally/externally
  • Ability to establish and maintain effective working relationships internally and externally.
  • General knowledge of commercial security and door hardware products preferred.
  • Be willing to work weekend and extended hours as required.
  • Spanish bilingual proficiency, including reading and writing desired.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to lift, carry, push and pull or move objects up to 30 pounds.
  • Subjected to sitting for prolonged periods of time and twisting and reaching occasionally.
  • Visual acuity, speech and hearing; hand eye coordination, utilize near and far vision, depth perception and manual dexterity necessary to work with various materials and operate basic office equipment which are essential aspects of this position.