Technical Support Specialist

Technical Support Specialist

Eco-Rental Solutions, LLC is a leading national supplier of environmental monitoring equipment and supplies. We currently have an opening for a high-energy Technical Support Specialist based in our Chicago (metro) location in lombard, IL. This is a salaried, exempt position that supports all nine of our national locations and travel is required (average 40%).

Benefits & Perks:

Base Pay of $60k to $75k per year depending on experience

401K plan with Employer Match

Monthly Profit Share Bonus Program with realistic potential for $15 - 25k additional per year

Dental Insurance

Blue Cross Blue Shield Health Insurance

Cell Phone Allowance

Great work environment

Summary: The Technical Support Specialist works under the direction of the QA/QC Supervisor to ensure that the company meets its goals regarding the quality of our rental equipment and customer service. This is a salaried corporate position with expected average travel of 40%.

Duties and Responsibilities include the following. Other duties may be assigned.

1. Creates test procedures based on manufacturer’s specification and operation manual, along with company best practices, to ensure proper testing of new rental products.

2. Revises existing test procedures to incorporate feedback from technicians and changes to manufacturer’s guidance.

3. Assists in the evaluation of potential new products.

4. Assists with the training of technicians, and with the evaluation and tracking of technician proficiency.

5. Maintains a thorough understanding and knowledge of company products/services to effectively process customer information and responds to inquiries and complaints in a diplomatic manner.

6. Assists with all Customer Service Technician responsibilities at various locations as required due to staffing and workload conditions. Including but not limited to:

a. Shipping and receiving functions.

b. Routine turnaround of rental equipment.

c. Troubleshooting and repair of rental equipment.

d. Calibration of rental equipment.

e. Servicing customer-owned equipment.

f. Entering quotes and Rental Orders.

g. Posting Delivery Work Orders.

h. Creating and processing Purchase Orders.

i. Performing inventories.

j. Technical support for customers via phone, email, video meeting or in person.

k. Maintaining a clean and organized work environment.

7. Maintains knowledge of company’s products and services offered as well as internal departmental activities to constructively identify leads and opportunities.

8. Displays high degree of technical proficiency with all rental products and advanced troubleshooting and technical support skills, enabling effective handling of technical issues or equipment problems that are escalated by technicians.

9. Establishes and maintains good customer relations to enhance the company's image.

10. Logs all customer communication accurately in the company software system.

11. Prioritizes and resolves issues as they arise and notifies management of potential problems.

12. Ensures complete customer satisfaction by recognizing potential or actual customer complaint situations and takes appropriate action or follow-up until resolved.

13. Develops and implements special projects as directed by the QA/QC Supervisor.

14. Works with vendors and suppliers to ensure that received products and items meet company expectations and requirements.

15. Performs other related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word; Microsoft Excel; RMI Advantage and Microsoft Internet Explorer. Ability to learn and successfully navigate various software programs for rental equipment.

Education/Experience:

Associate's degree (A. A. / A. S.) or equivalent from two-year college or technical school; or two years related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills and Other Abilities:

• Time management
• Ability to multi-task
• Courteous and professional
• Mechanical and electrical/electronic technical proficiency
• Able to travel by car and airplane as needed – expectation is 40% travel (average)

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to reach with hands and arms; stoop, kneel, crouch or crawl and taste or smell. The employee must frequently lift and/or move up to 40 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to wet or humid conditions (non-weather); work near moving mechanical parts; fumes or airborne particles; toxic or caustic chemicals; outdoor weather conditions; risk of electrical shock and vibration.

The noise level in the work environment is usually moderate.

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person