Technical Service Representative

Technical Service Representative

This position involves providing exceptional service to customers through a telephone call-center, assisting them with product installation and service information. The role requires performing troubleshooting diagnostics on company products, instructing customers on proper functioning by reviewing engineering drawings and dimensions, and multi-tasking using computer software during customer interactions. The candidate will collect and analyze data to ensure continuous improvement in service delivery.

Responsibilities:

• Maintain proficiency in product knowledge, troubleshooting, and customer instruction.
• Promptly respond to incoming customer telephone calls and emails in a telephone queue.
• Perform troubleshooting diagnostics on company products via telephone.
• Address complaints concerning product performance and refer service failures to designated departments for investigation.
• Accept parts orders and complete telephone and online requests.
• Return calls from messages left by customers.
• Perform clerical duties to support customer satisfaction.
• Utilize problem-solving skills and make decisions for Tier 1 Technical Service Representatives on product concerns costing less than $10,000.
• Work in a fast-paced environment and multi-task using computer software during customer discussions.

Essential Skills:

• Electromechanical and schematics knowledge.
• Customer service experience.
• Electrical knowledge.
• Ability to read, analyze, and interpret technical procedures and business correspondence.
• Proficiency in MS Office and standard office equipment.

Additional Skills & Qualifications:

• Associate Degree in a business-related field or equivalent work experience.
• Bachelor Degree in a business-related field is a plus.
• Six Sigma Green Belt certification is a plus.
• 3 years Customer Service experience required.
• Customer Service experience in a call-center is a plus.
• Mechanical and electrical knowledge and ability to use a multi-meter is a plus.

Work Environment:

The role is based in a call center environment, providing employees with their own cubicle and wireless headset. The office is equipped with company products near the cubicles to assist with troubleshooting during customer calls. The work environment fosters camaraderie among team members and offers great insurance and time off benefits.

Pay and Benefits:

The pay range for this position is $22.00 - $27.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type:

This is a hybrid position in Oconomowoc, WI.

Application Deadline:

This position is anticipated to close on Sep 1, 2025.

About Actalent:

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation, and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia, and Europe, Actalent serves many of the Fortune 500. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.