Technical Services Representative

The Technical Service Representative (TSR) is primarily responsible for extending technical telephone support on Horizon medical grade refrigerators and freezers. Technical assistance may be provided to direct end users, sales representatives, and facility maintenance personnel. Calls are directed using Horizon's auto attendant telephone system which operates using a round robin methodology. The TSR may also be required to travel to the field occasionally to assist customers with more complex issues that are not readily resolved over the telephone. Minimal travel (less than 10%) may also be needed for attending various training classes.

What You'll Do

• Respond to customer and sales representative product inquiries via telephone (medium-volume) and email.
• Provide technical support on refrigeration equipment during product selection, installation, operation, and maintenance and product application.
• Dispatch service calls with independent field service organizations.

• Determine root cause, action taken and repair of all service-related issues.
• Accurately document all service events in IssueTrak and ensure that records are concise and clearly record actions taken as part of the support engagement.
• Identify needed spare parts and complete VOF forms using accurate part numbers.
• Maintain and support customers and the sales representatives throughout North America; responding to product issues and establishing rapport by phone, fax, e-mail or mail.
• Assist to coordinate and present the technical aspects of training for new personnel and outside sales representatives.
• Work with Sales and Marketing and Executive Management to keep product information up to date.
• Utilize computer information systems for purposes of data retrieval and order entry.
• Attend professional workshops and seminars as assigned.
• Periodically promote Horizon Scientific at trade shows, distributor's national sales meetings and other training events.
• In addition, other duties may be assigned as the need arises.

What You'll Bring

• Bachelor of Science Degree, Associates Degree and/or a Technical or Trade Certification preferred. Any courses in refrigeration, HVAC or Electronics would be a plus.
• Possess good speaking voice, pleasant phone personality, ability to make judgment calls and decisions.
• Good computer skills required. Knowledge of MS Office products are necessary.
• Must be organized, detail-oriented, and able to follow multi-step processes and easily take direction.
• Prefer the ability to work without direct supervision and independently pursue assignments with maximum problem-solving resolve.
• 3 years' experience in customer service, technical service, or sales is preferred.
• Must be able to lift 50 lbs and possess knowledge of machines and tools