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Kirk-Rudy, Inc.

Job Title: Technical Service Representative (TSR)Company: Kirk-Rudy, Inc.Location: Woodstock, GAReporting to: Service ManagerAbout Kirk-Rudy, Inc.Kirk-Rudy, Inc. is a leading provider of innovative solutions in the field of mail and packaging automation. With a rich history spanning over 5 decades of experience, Kirk-Rudy has established itself as a trusted name in the industry, delivering cutting-edge.Technical Service Representative (TSR)Position OverviewThe Technical Service Representative is responsible for providing phone, online, and in-person technical support for all Kirk Rudy systems and related equipment.This role serves as the primary source of mechanical, technical, and software support in the field as well as in-house, via telephone, online, or email, establishing communication and directing information as needed to reach positive maintenance/repair solutions for our clients. The TSR must engage with customers providing troubleshooting assistance, part number identification, and overall support as needed.This is a fast-paced, customer-facing position requiring strong technical aptitude and problem-solving skills.Key ResponsibilitiesTechnical Support<ul><li>Provide remote troubleshooting support for all KR systems and related equipment.</li><li>Maintain/Support mechanical, electrical, and software/networking issues across bases, feeders, and integrated systems.</li><li>Diagnose issues efficiently and guide customers through corrective actions.</li><li>Escalate complex technical issues to senior service personnel when necessary.</li></ul>Case Management<ul><li>Handle daily service calls as needed.</li><li>Document all service interactions accurately within the service portal or CRM system.</li><li>Prioritize support requests based on urgency and customer impact.</li><li>Travel to customer sites is required from time to time to perform repairs, maintenance, and equipment installations as needed by our customers.</li></ul>Documentation &amp; Administrative Duties<ul><li>Maintain and distribute service bulletins to ensure all internal and external customers have the latest technical and procedural updates.</li><li>Following the guidance of the Service Manager, write up and/or update SOP documentation as needed using KR documentation standards and guidelines to ensure accuracy and consistency.</li><li>For marketing/training purposes, create videos and written materials to post in the KR website and other media venues as needed following the direction of the Service Manager.</li><li>Assist in machinery preparation for trade shows and Factory Acceptance Tests (FATs) as needed.</li></ul>Parts &amp; Product Support<ul><li>Assist customers with accurate part number identification.</li><li>Provide information on parts&rsquo; availability and coordinate with internal teams as needed.</li><li>Support warranty-related inquiries.</li></ul>Customer Communication<ul><li>Maintain clear, professional, and timely communication with internal/external customers and dealers.</li><li>Provide follow-up to ensure issue resolution and customer satisfaction.</li><li>Represent the company with a solutions-focused, service-oriented approach.</li></ul>Qualifications<ul><li>2&ndash;3 years of experience in a technical/mechanical environment (repairs or manufacturing), customer service, or related field.</li><li>Strong troubleshooting/problem-solving skills.</li><li>Working knowledge of software systems and basic networking concepts.</li><li>Ability to read and interpret technical documentation.</li><li>Excellent communication and customer service skills.</li><li>Strong organizational and multitasking abilities in a high-volume call environment.</li><li>Working knowledge of MS Office Suite</li></ul>Preferred Qualifications<ul><li>Experience supporting industrial equipment or automation systems.</li><li>Familiarity with CRM or service ticketing systems.</li><li>Proficiency in Spanish or other languages would be a plus</li><li>Sales/ Customer Service experience</li></ul>What Success Looks Like<ul><li>Fast and accurate issue diagnosis.</li><li>High customer satisfaction and professional communication.</li><li>Effective management of high call volumes.</li><li>Strong collaboration with service and engineering teams.</li></ul>Kirk-Rudy Offers:<ul><li>Competitive salary and comprehensive benefits package.</li><li>A leadership role within a dynamic, innovative environment that values forward-thinking and problem-solving.</li><li>Opportunities for personal and professional growth.</li><li>The chance to work at the forefront of automation technology with a company that is a leader in its industry and committed to the latest technologies and highest standards.</li></ul>Work Location: In person

Service Technician

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Kirk-Rudy, Inc.

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Service Technician