Customer Support - Troubleshooting

Under the direction of the Tech Support Supervisor, the Technical Support Representative is responsible for handling customer calls and e-mail inquiries for technical support in relation to use and adjustment of Maxton products. Other related duties may be assigned.

Records all calls for technical support and data pertaining to those issues in the Tech Calls Database.

Answers customer questions about the adjustments of new and existing valve installations. When necessary talks customer through control valve adjustment. Assists customers and Sales department with valve sizing, and in troubleshooting sizing related problems in existing valve installations.

Issues and writes the Return Authorization for product that is suspected to be faulty. Works with the Sales department to coordinate product needs and to ensure prompt action to resolve customer problems. Works with valve repair personnel to accurately analyze warranty and return valves and valve components for customer credit. Maintains liaison with customers for fair and prompt resolution of warranty and customer credit issues.

Job Specifications:

Must be mechanically inclined. Must have the capability to adjust and troubleshoot hydraulic control and overspeed valves and troubleshoot our support products. Ability to accurately use measuring devices, i.e. calipers, micrometers, etc. is desirable.

Computer literate with solid computer operating skills; familiarity with MS Office and Windows Operating Systems.

Well developed oral and written communication skills and demonstrated ability to get along well with others while under stress is necessary. Attention to detail, accuracy and flexibility is required. Individual must be self-motivated with initiative to follow through on a variety of tasks with minimum supervision.