POSITION SUMMARY:

Primarily responsible for answering technical services calls to provide customers with diagnostics and troubleshooting analysis and documenting comments, issues, and concerns specific to power and manual mobility products. Represent the company with a complete understanding of all products, policy/procedures, market dynamics, and technical aspects of this role.

PRINCIPAL JOB DUTIES & RESPONSIBILITIES:

• Process customer orders demonstrating a thorough knowledge of Power and Manual Mobility Products, including wheelchairs, electronics, specialty controls, high end power seating systems and accessories. This requires a thorough understanding of the ordering systems, order forms, configurator & EPDM.
• Document all customer complaints and returns through proper quality reporting systems.
• Troubleshoot to isolate & diagnose issues avoiding costly solutions to customer complaints. (i.e., not sending unnecessary parts.)
• Assist internal and external customers with high end power seat options, wheelchair electronics, specialty controls, and accessories, able to provide explanation of the product, intended use, their function, and available adjustments
• Ability to assist customers with programming, including basic chair set up as well as in-depth specialty controls and electronic accessories.
• Work with Product Management, Quality, and Engineering departments in addressing solutions to identified problems in a timely manner. Able to act resourcefully within the CS Department and with other departments to provide solutions to customers’ issues.
• Provide coordinated and pro-active support to sales associates, utilizing all tools toward sales, conversion, and relationship goals.
• Act as an advisor to internal and external customers in matters involving manual and power mobility products.
• Review and provide inputs to technical services manual, parts manual, instruction sheets, ENG sheets and training materials in relation to power mobility products.
• Contribute to a team environment that promotes and provides outstanding service to both internal and external customers.
• Support Mobility Customer Service in disaster recovery.

REQUIRED SKILLS, KNOWLEDGE, AND EXPERIENCE:

• Minimum of High school diploma or GED equivalent required. Technical school or college-level degree a plus
• 2-3 years of Customer Service experience demonstrating progression towards Advance level, or equivalent Required
• Technical support experience of power or power mobility related products preferred
• Must have an intermediate level of understanding of all the components of power mobility products that includes knowledge of electronics, controllers, programming, and motors.
• Basic electronic troubleshooting skills. Demonstrate knowledge of a multimeter.
• Intermediate level mechanical skills to disassemble and assemble of power and manual mobility products and components.
• Must have basic computer skills. Computer operation including program operations, queries, and web-based systems. Able to work with MS Excel spreadsheets, MS Word, and website proficiently.

COMPETENCIES:

• Diagnostic Information Gathering – Identifying the information needed to clarify a situation, seeking that information from appropriate sources, and using skillful questioning to draw out the information.
• Forward Thinking – Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.
• Analytical Thinking – Approaching a problem by using a logical, systematic, sequential approach.
• Technical Expertise – Depth of knowledge and skill in a technical area.
• Oral Communications – Expressing oneself clearly in conversations and interactions with others.
• Customer Orientation – Demonstrated concern for satisfying one’s external and/or internal customers.
• Personal Credibility – Demonstrate concern that one be perceived as responsible, reliable, and trustworthy.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oral Comprehension – The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression – The ability to communicate information and ideas in speaking so others will understand.
• Near/Distant Vision – The ability to see details at close range (within a few feet of the observer), distance vision, peripheral vision, depth perception and ability to adjust focus.
• Written Expression – The ability to communicate information and ideas in writing so others will understand.
• Written Comprehension – The ability to read and understand information and ideas presented in writing.
• Information Ordering – The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations.
• Lifting – The associate must occasionally lift and/or move up to 40 pounds.
• Motion Parameters – The ability to sit, stand, walk, and reach with hands and arms, hands to finger, handle and feel.
• Attendance – Regular attendance is required.
• Overtime – Must be able to work overtime, as required.