Technical Service Representative

The Technical Service Customer Care Representative I, provides entry-level technical support for products manufactured by Overhead Door Corp./ Wayne Dalton. This role is the first point of contact for customers/ installers needing assistance with basic product/ installation questions or product/ installation troubleshooting. Works closely with more experienced team members to develop product knowledge and troubleshooting skills.

• Work with customers to provide support on technical issues, including but not limited to product information, troubleshooting, and installation question/ issues • Provide customer support through inbound and outbound calls and/or emails. • Log customer interactions and issues into CRM accurately. • Learn and interpret basic product manuals and installation guides. • Provide troubleshooting for door systems, operators, sensors, and control panels. • Guide installers and dealers through proper installation and setup procedures. • Escalate and document recurring product issues for continuous improvement. • Other duties may be assigned as needed by manager. • Occasional off-hours support may be required based on scheduling or during major installations or time-sensitive

• A minimum of 0-2 years of work experience required. • High school diploma or GED required; technical coursework is a plus. • Willingness to learn and grow product lines and technical skills. • Basic computer skills and CRM usage. • Proficient with technical documentation and product specs. • Ability to read schematics, installation diagrams, and wiring instructions. • Strong communication (written and verbal) skills and ability to effectively troubleshoot. • Strong customer service and conflict resolution skills in high-pressure environments. • Ability to manage time and priorities in a fast-paced environment. • Interpersonal and focus on the Customer Experience. • Associate’s degree in engineering or equivalent technical training is preferred. • 1–2 years of customer service or tech support experience. Ideally in the door industry or related fields (mechanical/electrical). • Technical certification or trade license (e.g., journeyman electrician, access control certification, etc.). • Experience with field diagnostic tools (multimeters, lift equipment, mobile field service software). • Field service experience