Job Summary
The Product Support Technician is responsible for providing technical support and maintenance services for a company’s products. This role involves troubleshooting product issues, performing repairs, conducting routine maintenance, and ensuring that products meet performance standards. The technician will also document all service activities, be au-fait with product manuals, and keep accurate records of repairs and customer interactions. Strong communication skills are essential for advising customers and collaborating with the internal team to ensure product satisfaction. The position may require travel to client locations for on-site servicing.
Area
Principal Duties and Responsibilities
Product servicing and maintenance
· Diagnose issues, perform repairs, and conduct routine maintenance on specific products.
Client & Stakeholder Liaison
Act as the primary contact for clients, ensuring clear communication and providing regular updates on progress.
· Communicate with clients, suppliers, and contractors to ensure timely delivery and meet customer satisfaction expected
Administrative Support
· Maintain accurate service records, maintenance logs, and work orders.
· Manage parts inventory, track usage, and order replacement components as needed to ensure smooth service operations.
· Coordinate scheduling for maintenance and repair appointments.
· Assist in processing customer feedback, complaints, and inquiries, ensuring that they are addressed appropriately.
· Ensure all administrative tasks comply with policies, safety regulations, and industry standards.
Sales Support
· Identify potential sales opportunities during interactions with customers by understanding their needs and suggesting relevant products or services.
· Assist the product manager by communicating technical details and offering insights that can support customer decision-making.
· Prepare quotes or proposals for additional services and products based on client needs.
Team Support
· Assist other team members with technical tasks or projects when required, ensuring collaborative support across the team.
· Participate in cross-functional tasks.
· Adapt to adjust priorities and take on additional duties as requested.
· Share knowledge and expertise with colleagues, contributing to training efforts and improving team competency.
