What are the responsibilities and job description for the Product Repair Technician position at Realityworks?
POSITION SUMMARY:
Under the supervision of the Product Support Manager, the Product Repair Technician will perform repair work involving diagnosing malfunctioning products; replacing or repairing worn or broken parts; logging repairs; and providing software and product support for customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Performs product diagnostics to determine the cause of malfunction; examines for mechanical and circuitry defects
- Performs product repair work such as soldering components when necessary and repairs or replaces defective parts as needed
- Proactively identifies and reports trending issues that are impacting the customer’s ability to use Realityworks products
- Evaluates customer complaints/concerns and determines appropriate responses, including escalation to a manager when necessary
- Maintains detailed records of repair work and logs information related to repairs within CRM system
- Provides backup customer service and support to external customers for all Realityworks products, primarily through chat, email, and phone correspondence
- Performs other additional duties as assigned or required
KNOWLEDGE, SKILLS, AND ABILITIES:
- Ability to work independently and prioritize duties with minimal supervision to meet deadlines
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
- Ability to deal with problems involving a few concrete variables in standardized situations
- Ability to problem-solve and troubleshoot effectively
REQUIRED QUALIFICATIONS:
- High School Diploma or its equivalent (GED)
- General knowledge of product assembly and performing related diagnostic work
- Basic understanding of electronics
- Commitment to customer service with a positive and professional attitude
- Proficiency using standard Microsoft Office applications, particularly Outlook, Word, and Excel
DESIRED QUALIFICATIONS:
- 1 years of previous product repair and/or customer service experience
- Experience with NetSuite or other CRM systems
- Experience and skill with soldering and hand tools
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 accommodations 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 use hands to finger, handle, or feel.
- The employee frequently is required to stand, walk, and talk or hear.
- The employee is occasionally required to sit; reach with hands and arms; and stoop, kneel, crouch, or crawl.
- The employee must occasionally lift and/or move up to 50 pounds, with assistance and stand for long periods.
- Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Must be willing and able to work in an uncontrolled climate. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.
BENEFITS:
- Realityworks values our employees and provides a generous benefits package, including:
- Employee Stock Ownership Plan (ESOP)
- Health, dental, and life insurance
- 401(k) retirement plan with company matching
- 20 days paid time off
- 10 paid holidays per year
- Wellness programs including gym reimbursements and incentives to promote healthy living
- Medical and dependent care flexible spending accounts
- Long-term and short-term disability
- Tuition assistance
- Paid maternity/paternity/adoption leave
- Charitable giving opportunities, including paid volunteer time and matching gifts
ABOUT REALITYWORKS, INC.:
Realityworks is a 100% employee-owned company. We develop interactive, educational products that changes lives. Our products and curricula are used in career & technical education, family & consumer sciences, health occupations, business education, welding instruction, social services, public health, the military and more. Our experiential learning technology has been used around the world, improving and enhancing social, emotional, and physical health.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, or protected veteran status. Realityworks, Inc. is a tobacco-free environment.
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