Technical Service Rep

Ecr International Limited - Utica, NY

Full-time - Entry Level

Utica, NY

Machinery Manufacturing

About the position

The Technical Service Representative (TSR) is responsible for providing exceptional technical support to customers, both in the field and over the phone. This role requires a strong understanding of HVAC systems and products, as well as the ability to communicate effectively with customers and internal teams. The TSR acts as a resource for technical information, assists with training, and collaborates with various departments to enhance product offerings and customer satisfaction.

Responsibilities

• Act as the front line support person for customers' daily technical needs.
• Respond to customer needs with a sense of urgency and remain accessible throughout the workday.
• Maintain and improve knowledge necessary to provide the highest level of technical support through self-education and training.
• Take incoming and outbound call information and enter it into the ECR Call Log for review.
• Recognize field performance issues and communicate them to necessary departments for resolution.
• Utilize customer feedback to initiate ideas for new products or enhancements and communicate these to sales and engineering teams.
• Develop and present technical training material for customers and internal staff.
• Provide in-house and on-site training, site visits, or customer sales calls as needed.
• Assist the Customer Service Team with day-to-day technical issues.
• Work closely with the Marketing Department to keep customers informed of ongoing equipment or technical issues.

Requirements

• Knowledge of HVAC or mechanical background preferred.
• Prior customer service or inside sales experience.
• Excellent customer phone rapport.
• Self-starting, organized individual with problem-solving capabilities.
• Knowledge of Microsoft Office is a plus.
• Computer and data entry skills required.
• Ability to multitask and work independently.
• Solid technical acumen.
• Presentation skills.

Nice-to-haves

• Experience in training or presenting technical material.
• Familiarity with ECR products and systems.

Benefits

• 401(k)
• 401(k) matching
• Dental Insurance
• Employee assistance program
• Flexible spending account
• Health Insurance
• Health savings account
• Paid time off
• Vision Insurance