Technical Support Representative

What we do:

At Hog Technologies, our team members take pride in being passionate problem-solvers who embody our core values daily. We are dedicated to upholding the "anything, anytime, anywhere" philosophy. Joining Hog Technologies offers a career path that involves learning from industry-leading experts, engaging with impactful technologies, and fostering a drive for innovation. By becoming a part of our team of expert innovators and problem-solvers, you will contribute to delivering world-class solutions for our esteemed customers. Embrace the opportunity to be a part of something greater with Hog Technologies.

Position Overview:

In this role the Technical Support Representative will manage multiple customer inquires, technical support cases, and customer satisfaction procedures with the purpose to maintain customer uptime. The ideal candidate will have ample knowledge in the field of heavy equipment as a mechanic (preferably), where they will provide technical support utilizing mechanical terms about our equipment to guide our customers in troubleshooting and repairing their trucks.

Specific responsibilities include:

• Respond to customer inquiries and guide them through mechanical repair processes

• Meet with Techs to discuss open cases to follow up and properly take care and handle overnight support requests
• Follow up on spare part shipments and records tracking information
• Works through active cases, updating status, following up with technicians, closing resolved cases, assign techs to incoming requests
• Runs applicable reports as requested and ensures that part orders are being completed
• Follow up calls to customers who's cases have been resolved to ensure customer satisfaction
• Debriefing with Field Service Support Technicians to set tasks to be complete the next business day

• Receive calls from designated accounts with the ability to offer complete technical support.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.

• Obtain all relevant information to assess validity of complaints and elevate the issue to communicate findings of possible causes, to the Customer Support Manager to determine appropriate remedy for the customer.
  

Required Education and Experience:

• Minimum of a high school diploma or GED
• Must be an energetic self-starter and have a strong sense of urgency; and capable of following tasks through to completion.

• Experience handling customer needs requests, meeting quality standards for services, and evaluation of customer satisfaction. With at least two years' experience within a manufacturing environment.
• Must be proficient in use of Microsoft Word/Excel/Outlook; able to type 40 words per minute.
• Experience with an ERP & CRM System; MAS100 & Salesforce preferred

• Must possess the ability to work in a fast-paced environment and manage multiple projects.
• Must be able to speak, read and write English as part of the job.

Supervisory Responsibility this position does not have supervisory responsibilities

Work Environment - this job operates in a clerical office setting as well as out in the warehouse. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work/Travel - this is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. This position may require travel from time to time.

Additional Eligibility Qualifications must pass a background check and drug test.

Other Duties - note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

AAP/EEO Statement

Waterblasting, LLC dba/Hog Technologies is an equal opportunity employer; we do not discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation or other protected status.

Physical Demands:

no team member is permitted to lift more than 50 pounds without the help of a team member or the use of lifting equipment, i.e. forklift

Does this position have any special vision requirements? Check all that apply

• Close vision (unobstructed vision at 20 inches or less)
• Distance vision (unobstructed vision at 20 feet or more)
• Color vision (ability to observe areas that can be seen up and down or to the left and right while eyes are fixed on a given point)
• Depth perception (three-dimensional vision, ability to judge distances and spatial relationships)
• Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

• No special vision requirements (regular vision with or without corrective lenses)

Key Competencies:

• Honest and Trustworthy
• Loyal, reliable, hardworking, and competent
• Creative Thinking
• High degree of Integrity
• Organized and Goal Oriented
• Respectful and Humble
• Committed to meet customers' needs
• Team Player
• Aware of Business Trends
• Positive Work Ethics