Technical Service Representative bei VOXX International

This position can be located in the Auburn Hills or Zeeland Michigan locations.

Summary:

Provides customers with product and technical support. Support dealers and 12 Volt installers by answering questions via email, chat, social avenues, and phone. Installs various mobile electronics products for testing and evaluation. Assists in developing, and providing feedback on product issues, installation manuals, and varying other technical resources. 

Essential Job Functions: 

• Responsible for providing product and technical support to Authorized Dealers, 12 Volt technicians, and consumers via e-mail, social media, telephone and live chat. 
• Instruct technicians on the appropriate use and installation of 12V remote start and security and other mobile electronics related products.
• Escalate issues as necessary to the appropriate teams. Communicate with customers and leadership regarding product issues and follow-up to make sure fixes are applied and tested. 
• Contribute to the achievement of set departmental goals, which include customer call hold-times, the percentage of calls answered by the department and quality of service.

• Ensure customer satisfaction by providing accurate information as requested in a timely and courteous manner. 

• Provide product feedback or preventative action information to appropriate company representatives.
• Document technical support calls into our CRM database with details about the caller inquiries.
• Assist in the final testing of new products and providing feedback to product development team.
• Comprehensive knowledge of a Digital Multimeter, oscilloscope, and other 12V testing equipment.
• Ad hoc projects as assigned by management

Education & Experience:

• High School Diploma or GED
• Mobile Electronics Certified Professional (MECP) certification required within first year upon hiring.
• Minimum 3 years of experience in the installation of mobile electronics equipment specializing in remote start, security and digital interface. 
• Ability to learn quickly in an ever-evolving market.
• Excellent communication and customer service skills.
• Strong telephone etiquette.
• Availability to travel if necessary. Travel may consist of driving personal vehicle for local training and/or flying by air.
• Computer literate in a Windows Environment.
• Spanish speaking is a plus.

VOXX is an EOE.