Technical Service Representative

JOIN THE WAGNER FAMILY
Thank you for your interest in Wagner. We always have our eyes open for talented people who want to learn, grow and expand their capabilities with Wagner. From start to finish, you'll enjoy a fun and colorful career at Wagner. Wagner is small enough that you matter and large enough for you to make a difference. Wagner believes that people represent a company's most important asset. At Wagner, we strive to create an organization where everyone participates and efforts are focused toward continuous improvement. These improvements are driven by dedication, teamwork, and the innovation of the Wagner family.  
Our company participates in the US government's E-Verify process. In addition, all offers of employment are contingent on a background check.
 

YOUR BENEFITS
Our benefit package includes:
Starting at 4 weeks PTO per year
401(k) and a company match
Profit Sharing Medical + Company HSA contribution
Wellness Program
Dental
Vision
Life Insurance
Disability
6 Weeks Parental Leave
Long term care insurance
Tuition reimbursement
Employee Resource Groups
On-Site Café
On-Site Gym
 
Title: Technical Service Representative
Compensation Range: $58,000-75,000

Position Objective:

Assist all end-users, distributors, dealers and sales reps on the operation, troubleshooting and resolving of in-field technical service of all products sold through the Contractor market channel.

Responsibilities:

• Effectively and efficiently responds to a high volume of Customer Contact that may include phone calls, emails, chat and other forms of customer communication to resolve basic technical and operational problems with end-users, distributors, dealers and sales reps. 
• Uses Service Notifications (SAP) to resolve customer situations including creation of Warranty Orders, Return Orders, and QN’s (Quality Notifications) to assist in quality reporting. 
• Knowledgeable of Titan Technical Service programs and supports Titan Authorized Service Centers with troubleshooting and repair of Titan equipment.
• Support Continuous Improvement by promoting Customer Centricity, is a customer advocate, and pushes for 100% customer satisfaction.
• Other duties as assigned.

Relationship to others:

• 95% of all communication is with end users, distributors, dealers, sales reps, and Customer Service team.  May also be in contact with Engineering, Product Management, Manufacturing, Quality and Sales.

Dimensions of position 

• Has authority and responsibility to determine if a unit or part is under warranty.  Authorizes the repair or replacement of defective part or unit.  Communicates failures to Quality for corrective action.

Qualifications 

Education and Experience

• Associate’s degree in a mechanical field or related field; and 3 years’ experience in technical service roles or equipment service, troubleshooting, or repair; or an equivalent combination of education, training, and experience as determined by the hiring manager and Human Resources.

Preferred Qualifications:

Bilingual in Spanish

Knowledge, Skills and Abilities 

• Customer Centric Thinking
• Excellent Time Management skills
• Requires basic computer skills including Microsoft Word, Excel, and PowerPoint.
• Must communicate effectively in writing and verbally.  Proficient at talking to others to convey information effectively. 
• Requires active listening, speaking, and multitasking skills.
• Must be service oriented with the willingness to actively look for ways to help people.
• A good mechanical aptitude is important combined with visualizing skills.
• Occasional travel may be required.
• Live our Values of: Open, Cooperative, Accountable, Progressive, and Customer Centric.

Working Conditions

• Work is performed in a standard or home office environment which requires lifting and carrying objects up to 50 pounds frequently. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and phone usage. This position is hybrid, averaging 2 days per week in the office.