Customer Service Support .and. Service Technician

  • Green Job Crawler
  • Allentown, PA
  • 21 Jun, 2020

Job Description

Operating Procedure 06/15/20Solar Technology, Inc.Subject: Job Description .and.ndash; Cust. Service .and.amp; Support Tech. Page 1 of 4F:\ISO 9000 Program\Level .and.ndash; I Quality Manual\Job Descriptions\AdministrativeDept\Cust Serv .and.amp; Support Technician .and.ndash; Rev.11.0 JOB DESCRIPTION SUMMARYCustomer Service .and.amp; Support Technician.2.0 REPORTING RELATIONSHIPSReports to Tech Support Supervisor.3.0 JOB REQUIREMENTS3.1 Education3.1.1 Required .and.ndash; Secondary School graduate with technical courses, astrong background in equipment manufacturing and/or service andsupport, or sufficient knowledge and skills as may be demonstrated byresume and/or job interview.3.1.2 Preferred .and.ndash; Associate degree in Electronics or ElectronicsTechnology.3.2 Experience3.2.1 Required .and.ndash; One year in equipment customer service and support orelectronic repair and troubleshooting.3.2.2 Preferred .and.ndash; Three years in equipment customer service andsupport or electronic repair and troubleshooting.3.3 Skills, knowledge and abilities3.3.1 Must be familiar with manufacturing electronic .and.amp; mechanicalassembly techniques and equipment.3.3.2 Must be able to communicate difficult technical concepts effectivelywith people over the telephone and face-to-face.3.3.3 Must possess good writing and speaking skills. Must be capable ofgenerating professional level internal and external correspondenceand be capable of communicating effectively and professionally withindividuals both face-to-face and over the phone.Operating Procedure 06/15/20Solar Technology, Inc.Subject: Job Description .and.ndash; Cust. Service .and.amp; Support Tech. Page 2 of 4F:\ISO 9000 Program\Level .and.ndash; I Quality Manual\Job Descriptions\AdministrativeDept\Cust Serv .and.amp; Support Technician .and.ndash; Rev.13.3.4 Must have basic knowledge of basic electrical terms, basic electricalpower theory and usage of basic electrical troubleshooting equipmentsuch as multi-meters and clamp-meters.3.3.5 Must be familiar with electronic anti-static procedures and solderingskills for circuit board repair.3.3.6 Must be thoroughly familiar with Solar Tech products such thatappropriate recommendations .and.amp; decisions can be made in regards tocustomer service type issues, warranty claims, complaints, technicalquestions, etc.3.3.7 Must be knowledgeable about all Solar Tech sales policies pertainingto warranty, service and support.3.3.8 Must have basic PC computer skills in Windows operatingenvironment.3.3.9 Must be comfortable in a customer service phone supportenvironment.3.3.10 Must be able to work well with others in a high stress environment.3.3.11 Understand quality assurance issues.3.3.12 Willing to travel to customer locations to assist with occasional fieldrepair of equipment.3.4 Physical requirements3.4.1 Must be able to work in an office environment and use a computer.3.4.2 Must be able to travel to various locations and perform field repairsand equipment training/demonstrations as required.3.4.3 Must be able to operate various electronic test and manufacturingtypes of equipment.3.5 Mental requirements3.5.1 Mathematical .and.ndash; must have strong mathematical background and beable to understand and utilize trigonometry and algebra to assist inevaluation of the proper functionality of equipment in the field.Operating Procedure 06/15/20Solar Technology, Inc.Subject: Job Description .and.ndash; Cust. Service .and.amp; Support Tech. Page 3 of 4F:\ISO 9000 Program\Level .and.ndash; I Quality Manual\Job Descriptions\AdministrativeDept\Cust Serv .and.amp; Support Technician .and.ndash; Rev.13.5.2 Language .and.ndash; must be fluent in English.3.5.3 Mechanical .and.ndash; must be able to use basic hand tools, test equipment,solder and operate basic wire termination equipment.3.5.4 Spatial .and.ndash; no particular skill required.4.0 WORKING CONDITIONSMost of the workdays would be spent in an office environment, althoughoccasionally would be require