TECHNICAL SUPPORT REPRESENTATIVE

This is a full-time position with benefits such as medical, dental, vision, life, short/long-term disability, critical Illness, accident, and 401k with employer match.

JOB SUMMARY:

The Technical Support Representative provides best-in-class customer satisfaction by providing after-sales support and aiding customers and other stakeholders in troubleshooting, service, repair, and product replacement. Responding to customer needs and complaints, timely processing and tracking orders, and providing product materials and information as requested.

ESSENTIAL DUTIES AND FUNCTIONS:

• Answer all inquiries (telephone, email, and fax) from stakeholders and customers regarding component parts, warranties, and product performance issues, logging all needed information into the Qualio program.
• Create and enter sales orders of replacement parts for shipment and provide order acknowledgment to customers and stakeholders.
• Complete Return Materials Authorizations and other documents needed for the return and inspection of returned goods for further evaluation and assignment.
• Participates in the process for the return of undamaged parts ordered in error to the designated inventory locations.
• Assist with the Customer Maintenance process by updating Special Handling Information, setting up new customers in the ERP system, and generally maintaining current data in our customer records.
• Expedite customer parts and replacement orders and track orders to allow Span to communicate critical information to customers and stakeholders.
• Must be able to liaise with all other Span departments and distributors to provide the services most suitable to the customer’s needs, costs, and time constraints.
• Maintain excellent communication with field sales on all aspects of current orders in process.
• Alert Management and Quality as required when new failure modes or trends arise, including warranty and performance issues.
• Learn technical and commercial aspects of Span Medical systems and products.
• Requesting Service Kits and part numbers to be created as needed.
• Review reports and material planning in Visual to check the demand and availability of parts.

• Maintain a neat and orderly work area.
• Perform other duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• The position does not have supervisory responsibilities.

COMPETENCIES:

• Excellent verbal and written communication skills and strong interpersonal skills.
• Excellent time management skills.
• Proficient with Microsoft Office
• Exceptional customer service focus, anticipating the needs of end users.
• High degree of discretion, confidentiality and exhibit a commitment to teamwork.

BEHAVIORS:

Savaria’s mission is to provide products to improve mobility and access in daily life, so it’s important that all associates embrace this and ensure that they keep our customers at the heart of everything they do, acting in the spirit of our Savaria values all the time:

• Safety – We are committed to protecting the health and well-being of customers, the public, and our people.
• Quality – We aspire to deliver quality products and services that are right the first time.
• Customer passion – What we do makes a difference, and we work with passion to do the best for our customers.
• Collaboration – We encourage collaboration to generate ideas and innovation and value clear and open communication to create strong teamwork.
• Expertise – Our knowledge and experience have made us industry leaders, and we actively support continuous learning for future growth.

EDUCATION, EXPERIENCE & TRAINING

• High school diploma or GED required; college work preferred.
• 3+ years of related experience preferred.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• The general physical demands described here are representative of those that may be required to successfully perform the job's essential functions.
• Individuals may sit or stand as needed. The position may require walking and/or climbing stairs periodically throughout the day, reaching above shoulder heights or below the waist, or lifting as required to file documents or store materials throughout the workday. This may include lifting up to 25 pounds for files, boxes, etc., on occasion. Proper lifting techniques are required.
• Primary environment: ambient room temperatures, lighting, and traditional office equipment as found in a typical office environment. The performance of this position may occasionally require exposure to manufacturing areas, where the use of personal protective equipment such as safety glasses with side shields and fully enclosed shoes (no open toe or heel) is required.

Note: Please 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.

AFFIRMATIVE ACTION/EEO STATEMENT

Span America, a division of Savaria, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran or characteristic protected by applicable law.