Pay is contingent upon experience and qualifications
The Technical Service Representative is a highly capable, energetic individual who is responsible for guiding and assisting end-users and electrical technicians worldwide in the diagnosis and repair of DC electrical charging systems. The position requires good written and verbal communication skills, as assistance is primarily provided over the telephone. As an instrumental team member, he or she will work closely with customers to resolve product performance issues, increase customer satisfaction, and generate product sales.
Strong understanding of AC and DC electrical theory
Ability to use questioning and listening skills that support effective telephone communication
Ability to apply the elements of building positive rapport with different types of customers over the phone
Monitor and respond to Social Media posts and inquiries
Aptitude to process RMAs (Return Material Authorizations) using company ERP systems when applicable
Written and computer skills to document call records in company CRM software tools
Must be able to look for trends and make recommendations based on data collected for quality improvements and new product offerings
Ability to assist the Engineering Department in the testing and evaluation of new products
Ability to assist the Engineering Department in the diagnosis of product field failures
Aptitude to assist in the development and improvement of product training materials, and assist in teaching product training classes, as necessary
Willingness and ability to provide technical support at sales functions, trade shows, training seminars, and other customer-related activities as required
Aptitude to develop and update installation and troubleshooting documents
3-5 years of Marine, RV, Specialty Vehicle, or closely related DC electrical experience
2-5 years of call center management experience specifically focused on operations and quality
Experience working with diesel and/or gasoline engines, including electrical systems will be considered a plus
Willingness to travel up to 35% to perform training sessions, customer audits, and troubleshooting
Headquartered in Huntsville, AL, CDI/Balmar is a US-based manufacturer of marine outboard engine ignition systems, marine engine diagnostics systems (M.E.D.S.), and DC charging solutions. Through its comprehensive product offerings, CDI/Balmar is regarded as an industry expert in marine ignition and DC charging systems. For more information, visit www.cdielectronics.com and www.balmar.net.
