Do you have experience in tech support and looking for the right employment opportunity that not only has a great compensation package but whose work is also meaningful? Join our Tech Support Team!
Who we are
Sunrise Medical is committed to improving people's lives by providing innovative, high-quality mobility products and services that exceed customer expectations. Sunrise Medical is a world leader in the development, design, manufacture, and distribution of manual and powered wheelchairs, mobility scooters, and both standard and made-to-order seating and positioning systems.
What we offer
- Excellent health benefits plans, which includes FSA and HSA options
- Life insurance
- 401(k) with company match
- Generous vacation, paid sick time-off and paid holidays
- Employee Assistance Program
- Wellness programs and benefits
- Education Reimbursement Program
Job Summary
Primarily responsible for answering technical services calls to provide customers with diagnostics and troubleshooting analysis and documenting comments, issues, and concerns specific to power and manual mobility products. Represent the company with a complete understanding of all products, policy / procedures, market dynamics, and technical aspects of this role.
Principal Job Duties & Responsibilities
Process customer orders demonstrating a thorough knowledge of Power and Manual Mobility Products, including wheelchairs, electronics, specialty controls, high end power seating systems and accessories. This requires a thorough understanding of the ordering systems, order forms, configurator & EPDM.Document all customer complaints and returns through proper quality reporting systems.Troubleshoot to isolate & diagnose issues avoiding costly solutions to customer complaints. not sending unnecessary parts.)Assist internal and external customers with high end power seat options, wheelchair electronics, specialty controls, and accessories, able to provide explanation of the product, intended use, their function, and available adjustmentsAbility to assist customers with programming, including basic chair set up as well as in-depth specialty controls and electronic accessories.Work with Product Management, Quality, and Engineering departments in addressing solutions to identified problems in a timely manner. Able to act resourcefully within the CS Department and with other departments to provide solutions to customers’ issues.Provide coordinated and pro-active support to sales associates, utilizing all tools toward sales, conversion, and relationship goals.Act as an advisor to internal and external customers in matters involving manual and power mobility products.Review and provide inputs to technical services manual, parts manual, instruction sheets, ENG sheets and training materials in relation to power mobility products.Contribute to a team environment that promotes and provides outstanding service to both internal and external customers.Support Mobility Customer Service in disaster recovery.