Mechanical Support Specialist

The Mechanical Support Specialist will provide exceptional customer support through multiple communication channels to diagnose and walk customers through the steps needed to fix a variety of mechanical issues. We are seeking a well-organized, positive energy, detail-oriented professional to assist customers with troubleshooting products and resolving any emerging issues, ultimately resulting in an exceptional customer experience. The ideal candidate will possess skills or have the ability to learn troubleshooting skills for a large range of products to include but not limited to generators and outdoor power equipment.

Job Responsibilities:

- Manage a high level of inbound and outbound calls.

- Provide customers with step-by-step product support through phone, email, chat and multi-platform communications.

- Varying inbound or outbound requests can include troubleshooting, diagnosing, programming and part assistance.

- Maintain proficiency in product knowledge, troubleshooting, and customer instruction.

- Report timely and well documented information regarding product performance and potential product concerns.

- Provide creative ideas for preventing and/or solving technical service concerns (i.e. internal operating procedures, product service tools and techniques, technical relations, product issues, etc.)

- Participates in development of new products, modification of existing products, and termination of ineffective products.

Minimum Qualifications:

- Must possess a basic understanding of electrical & engine component principles.

- 2+ years of customer service experience in a high-volume call center environment.

- Ability to cooperate with and support other members of customer service team.

- Excellent verbal and written communication skills.

- A high comfort level typing, navigating the internet and using multiple software systems.

- Ability to multi-task, prioritize, and manage time effectively.

- Demonstrated proficiency using conferencing/collaboration software (Zoom, Skype, Microsoft Teams, Slack)

Why Imperial Industrial Supply?

- Competitive pay

- Medical, dental and vision

- Paid holidays

- Company bonus

- Product discount

- IRA savings plan with company match

Job Type: Full-time

Pay: From $23.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday
• Weekends as needed

Work setting:

• Office
• Warehouse

Application Question(s):

• Please describe your experience with engines.

Education:

• High school or equivalent (Required)

Experience:

• Mechanical knowledge: 3 years (Required)

Work Location: Hybrid remote in Memphis, TN 38141