Technical Support Rep.

Technical Support Representative

Provide product phone support to end user customers.

Main Responsibilities:

• Provide answers to questions relative to specifications, capabilities and applicability for Ilco, Silca & AD products posed by customers, customer service representatives, sales staff and engineers. May take up to 100 calls per day.
• Assist with product repairs and shipping of repaired products.
• May participate or lead segments of onsite training classes, demonstrating company products and services.
• Maintain communication and reporting with engineering to resolve product problems and improve upon product performance.
• Provide technical assistance to company Product manager for development of new products, including background, development and testing. Includes research of technical aspects of product applications, new developments in key markets and testing of new products.
• Troubleshooting of problems encountered by customer using company products. Provide suggestions for technical corrections in operation or procedures.
• Assist in the development of troubleshooting guides and repair manuals.

Education & Skill requirements:

• High School Diploma.
• Customer service experience preferred.
• Mechanical aptitude to learn and operate mechanical & electronic key cutting machines, auto programming devices, lock cylinders, etc.
• Candidates with bi-lingual skills in English and Spanish would be a plus.
• Phone support, PC, software, Microsoft Office suite experience.
• Automotive experience is a plus.