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For your reference, we have included the original job posting below.
Technical Support Representative (TSR)
Job Number:
26394013
Company Name:
Lex Products
Job Location:
Stamford, CT US
Job Categories:
Clerical & Administrative Customer Service
Technical Support Representative (TSR)
Technical Support Representative (TSR)
Summary of Technical Support Representative (TSR)
The purpose of this position is to provide an exceptional level of Technical Support for all customers both External and Internal via the phone and email and in person as needed. Technical Support Representatives works with other functional groups to ensure customers technical questions and issues are handled promptly and courteously.
Supervisory Responsibilities : None
Reports To : Customer Service Supervisor
Responsibilities of Technical Support Representative (TSR)
Respond promptly to all customer requests
Identify requirements for common user reference materials (manuals, data sheets, manufacturers information) to provide to internal and external customers
Assist with inoperative product issues
Issue RMAs
Create ship back Sales Orders for RMAs
Track IOP Sales Orders through production to ensure completion in a timely manner
Issue IOP letters to customers for Warranty issues
Coordinate monthly IOP Review meetings and issue report
Create and maintain customer technical profiles
Assist in the creation of Application Notes and Technical Bulletins for internal use
Provide on-site support visits to support situations in the field, when warranted
Assist Production in technical knowledge with building of products
Back up Customer Service when needed
Responsibilities include providing technical information and support to customers, and Sales including diagnosing equipment problems and recommending solutions. Act as a liaison between customer, Engineering, Purchasing, and Production when needed.
Exceeding key performance measurements defined by the leadership team.
The Technical Services Rep is the go-to" resource for all technical requests from the customers, end users, sales, customer service, and production.
Metrics / Accountability
Positive customer satisfaction with support as measured by the annual ESTA Customer Service Survey & internal Lex Survey
Turnaround of Warranty repairs within 5 days (total time from order entry to shipment)
IOP, RMA , Customer Service Metrics
Back up CSR as needed:
Sales Order Entry: Entry of +500 lines per month
Accuracy: orders entered with an accuracy of +99.5%
RMA: Create and issue RMAs to customers within 24 hours of request.
Requirements:
Technical Support Representative (TSR)
Requirements for Technical Support Representative (TSR)
