Technical Support

$55,000 - $70,000/Yr

Argus Technical Services - Brookfield, WI

Full-time - Entry Level

Brookfield, WI

11-50 employees

Administrative and Support Services

About the position

The Technical Support Representative at Argus Technical Services is responsible for providing after-sales phone support to customers, dealers, and field service technicians. This role involves troubleshooting service issues related to vacuum trucks, coordinating product training, and authoring service bulletins to communicate effectively with the field. The representative will also analyze service case data to identify trends and corrective actions, ensuring customer satisfaction throughout the repair process.

Responsibilities

• Provides technical after-sales phone support to customers, dealers and field service techs.
• Troubleshoots and diagnoses service issues, including mechanical, electrical or hydraulic failures with vacuum trucks in the field.
• Coordinates the development and execution of product training focusing on service elements of new products, maintenance, troubleshooting, and general repair.
• Authors service bulletins and product upgrade bulletins to communicate information to the field.
• Participates in reviews of open service cases with customer service team, engineering, manufacturing, and internal personnel to identify next steps.
• Works closely with engineering and manufacturing to analyze service case data and identify product failure trends and corrective actions.
• Maintains regular contact with customers and dealers on all open cases to ensure repairs are completed and satisfaction is achieved.
• May visually inspect and/or disassemble parts for possible warranty consideration.
• Performs other duties as assigned.

Requirements

• Technical degree preferred in the mechanical or electrical field plus five (5) years' experience in technical service, electrical and/or mechanical field.
• Excellent interpersonal & communication skills.
• Ability to build rapport with customers.
• Active listener with the ability to clarify situations through questioning.
• High mechanical, electrical, and hydraulic aptitude is required.
• Ability to read and analyze electrical and hydraulic prints and schematics.
• Understanding of mechanical, hydraulic and electrical theory necessary to solve customer issues.
• Ability to prioritize work schedule, work under pressure, and meet goals/objectives.
• Ability to multi-task and handle several customer cases simultaneously.
• Good leadership skills with problem-solving, persuasion, and motivation abilities.
• Ability to use basic hand and power tools, multi-meters, and a test light.
• Excellent computer skills, proficient in EXCEL, WORD, and PowerPoint.

Nice-to-haves

• Experience in AFTERMARKET customer service (1 year preferred).

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance