Job Title: Technical Service Representative

FLSA Status: Salary Non-Exempt

Reports to: Customer Service Manager

Overview:

The Technical Service Representative is responsible for evaluating, diagnosing, and processing warranty claims for products returned by customers. This role involves identifying product defects, performing necessary repairs, and documenting warranty issues. The technician will ensure that all warranty work adheres to company standards and maintains a high level of customer satisfaction.

Key Responsibilities:

• Receive and assess products returned under warranty.
• Inspect and test returned items to determine the cause of malfunction or defect.
• Confirm that claims meet warranty terms and conditions.
• Perform repairs, adjustments, or replacements for defective components or products.
• Utilize diagnostic tools and equipment to identify problems and execute solutions.
• Ensure repairs are performed to manufacturer and quality standards.
• Accurately document findings, repairs, and actions taken for each warranty claim.
• Record data in warranty management systems, including serial numbers, parts used, and repair time.
• Prepare detailed reports on common warranty issues and trends for the Quality Assurance team.
• Communicate with customers regarding the status of their warranty claims.
• Provide explanations and recommendations on product usage or maintenance to prevent future issues.
• Collaborate with customer service and sales teams to resolve customer concerns effectively.
• Assist the Quality Assurance team in identifying recurring product issues and potential manufacturing defects.
• Provide feedback to the engineering and production departments to improve product quality.
• Participate in root cause analysis for warranty-related problems and suggest corrective actions.
• Follow all safety guidelines when handling equipment and performing repairs.
• Adhere to company policies, warranty standards, and quality control procedures.
• Keep the workspace organized, maintain tools, and report any safety hazards.

Qualifications:

• High School Diploma or equivalent; Technical Certificate or Associate's Degree in a related field is preferred.
• 2+ years of experience in a manufacturing environment, preferably in a technical support or repair role.
• Strong mechanical, electrical, or hydraulic troubleshooting skills.
• Proficient with diagnostic and repair tools.
• Ability to read and interpret technical manuals, schematics, and drawings.
• Clear verbal and written communication skills; ability to interact professionally with customers.
• Strong focus on accuracy when diagnosing and documenting warranty claims.
• Ability to identify and address recurring product issues efficiently.
• Ability to lift and move products or components up to 50 lbs.
• Comfortable standing, bending, or kneeling for extended periods.
• Ability to use hand tools and testing equipment safely.
• Experience with [specific product types or manufacturing processes].
• Knowledge of warranty processes and management systems.
• Familiarity with ERP or CRM software.