Job Title: Technical Service RepresentativeJob Description Resolve technical product performance issues by diagnosing the source of difficulties and troubleshooting problems. Assist in maintaining professional and satisfied relationships with service agents, end users, customers, sales, and internal staff by providing technical assistance and information. Maintain Service Management System records and ensure that customer warranty claims are analyzed. Collect root cause data and corrective action feedback to support warranty reduction efforts. Responsibilities + Resolve product performance issues by verifying information, clarifying the issue, diagnosing the problem, and instructing callers on steps to resolve. + Coordinate field service with authorized service agents and process replacement parts orders, following up as appropriate. + Assist in maintaining satisfied relationships by providing product information, answering moderately complex technical questions, and conducting routine follow-up. + Maintain Service Management System records by entering warranty claim information, caller details, resolution, and other relevant information. + Process returned products by evaluating the condition of the product, determining credit amount, completing documentation, and determining equipment disposition. + Ensure warranty claims are analyzed, approved, and processed by collecting, summarizing, and reporting data including root cause analysis, trends, and effective corrective actions. + Ensure product installation meets specifications by reviewing drawings and plans, making recommendations, and conferring with sales, consultants, dealers, designers, fabricators, installation companies, and service agencies. + Maintain professional and technical knowledge by attending education workshops and seminars, reviewing professional and trade publications, and participating on core teams. + Contribute to team effort by accomplishing related results as needed. + Demonstrate a positive attitude in interactions with others, a sense of responsibility for the success of the team, and the ability to work collaboratively and effectively with team members. Essential Skills + 2+ years performing customer service/troubleshooting + Proficiency in Microsoft Office + Ability to treat customers and service techs in a professional manner Additional Skills & Qualifications + Associate degree in mechanical/electrical equipment technology or equivalent experience preferred + Experience in a customer-facing technical role, preferably with foodservice appliances, HVAC, or refrigeration equipment + Familiarity with electro-mechanical appliances and basic refrigeration knowledge preferred + Knowledge of basic test instruments including multi-meters and refrigeration gauges + Basic understanding of refrigeration, electrical, and plumbing concepts and design + Ability to read schematics and blueprints; basic CAD or mechanical drafting skills helpful + Ability to diagnose and troubleshoot equipment, performance, and service issues through questioning and proactive problem-solving + Experience with service management or customer management applications is a plus + Excellent communication and interpersonal skills, able to use diplomacy and tact in communications, and demonstrates the importance of others’ perspectives Work Environment Office/call center environment. This position will report to a supervisor and work with a team of about 10 other Technical Service Reps. The hours are Monday to Friday, 8 AM to 5 PM. On-call hours are required every few months on a rotational basis (8 AM to 8 PM Saturday/Sunday, 5 PM to 8 PM Monday to Friday). The pay for on-call is 4 hours per weekend day unless more than 4 hours are worked, and 1 hour per weekday unless more than 1 hour is worked. Dress code is business casual. Pay and Benefits The pay range for this position is $22.00 - $25.00/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 fully onsite position in Easton,PA. Application Deadline This position is anticipated to close on Feb 7, 2025. About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. Diversity, Equity & Inclusion At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through: + Hiring diverse talent + Maintaining an inclusive environment through persistent self-reflection + Building a culture of care, engagement, and recognition with clear outcomes + Ensuring growth opportunities for our people 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 process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.