Hybrid Field Support Agent II en None

POSITION SUMMARY

Provide technical assistance and support for Dealers. Act as the primary contact point for installers and service techs having questions or issues with product installation, breakdown, service or administrative Technical Support processes and procedures. 

ESSENTIAL FUNCTIONS

• Provides support to dealers.
• Provide secondary-level technical assistance on Acorn 130 for Acorn Field Technicians.
• Assist Field Support as required.
• Assist technicians with parts ordering.
• Accurately document all field technicians’ contacts and outcomes in APLX database. 
• Determine warranty coverage and enforce field collections or provide accurate invoicing for finance department.
• Identify and escalate recurrent breakdown and services.
• Create Stock Return ID’s when needed.
• Promptly escalate advanced-level technical requests and customer complaints.
• Actively monitor and respond to dealer emails.

SKILLS

• Must be computer savvy using applications Microsoft Office, Windows PC and Contact Management systems.
• Should possess good reading skills and have a clear speaking voice; Capacity for listening, dealing with confrontation, and overcoming objections.
• Customer-centric mentality.

• Product technical knowledge

ATTRIBUTES

• Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Excellent verbal and written communication skills.
• Works with the team; contributes to positive team environment
• Approaches others in a tactful manner; Reacts well under pressure; Accepts and adapts to frequent change.
• Works with integrity and ethically; supports organization’s culture, goals, and values.
• Adheres to work schedule.

• Ability to apply analytical thinking to work through troubleshooting situations with installers, dealers and clientele

EDUCATION / EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS

Must occasionally lift and/or move up to 10 pounds.

Regularly required to sit, talk, or listen; occasionally required to stand.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.

NOTE:  This job description is not intended to be all-inclusive.