TECHNICAL SUPPORT

Location/Hours:

Loxley, AL (On-site)

Monday-Friday

8 AM - 5 PM

About us:

Located just an hour away from the pristine white sand beaches of Gulf Shores, Alabama, our plant offers not only a dynamic work environment but also the perfect backdrop for a balanced lifestyle. As a leading name in the air compressor industry, we are committed to excellence in both product innovation and customer satisfaction.

Job Summary:

Are you passionate about providing technical solutions and assisting customers? We are seeking a talented individual with a minimum of four years' experience in the air compressor industry to join our team as a Technical Support Call Representative. In this role, you will be the frontline troubleshooter, assisting customers with technical queries related to Kaishan products. Collaboration with various departments including Engineering, Manufacturing, and Sales will be integral to ensuring top-notch service delivery.

Key Responsibilities:

• Provide technical assistance to customers via phone, addressing troubleshooting issue and providing guidance on repairs, parts ordering, and enhancements.
• Process warranty claims and ensure adherence to warranty policies and procedures.
• Continuously strive to enhance customer satisfaction and foster repeat business through effective communication and problem resolution.
• Stay abreast of industry standards.

Job Summary

• Provides technical assistance to customers regarding Kaishan products.
• Assists in trouble-shooting issues and providing information as to repair parts, enhancements, or other products.
• Collaborates with Engineering, Manufacturing and sales representatives to provide excellent customer service and satisfaction with Kaishan products.

General Accountabilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Resolves customer technical complaints or answers customers' questions regarding policies and procedures.
• Adheres to quality standards, deadlines, and proper procedures.
• Reviews and processes warranty claims from distribution according to warranty policies and procedures manual.
• Helps identify areas to improve customer satisfaction and repeat business.
• Keeps up-to-date on department procedures, policies, or standards.
• Assists with service training.
• Stays up to date on industry standards and any new innovations, materials, tools, and/or processes that can benefit the company.
• Review of current parts and instruction manuals for accuracy and improvement
• Works closely with the credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customer’s service expectations.
• Uses computer proficiently.
• Speaks English fluently.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Company Conformance Statement

In the performance of their respective tasks and duties all employees are expected to conform to the

following:

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Be at work on time every day and have the flexibility to work overtime as needed.
• Always work safely and report any unsafe conditions. We are all responsible for Safety!

Job Qualifications

• High School Diploma or GED
• Four (4) years’ experience in a technical/service related role; preferably in rotary screw compressors.
• Additional technical training preferred; compressor technical training a plus.
• Experience troubleshooting and talking customers through technical issues remotely

Work Environment

While performing the duties of this job, the employee may sit for prolonged periods and if visiting the plant, may be exposed to fumes or airborne particles, forklift traffic, and moving mechanical parts and vibration. The noise level in the work environment can be loud.

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.

The employee is occasionally required to stoop, kneel, or crouch. He/she must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.