ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Demonstrates the highest quality of customer service and effectively interacts with all internal and external business contacts.
• Uses resources effectively to provide customers the best component selection for the application and offers associated items with product support. Also provides Mouser website and online chat support.
• Teaches customers how to navigate the Mouser website to allow customers to find information easily while minimizing their need of additional support from the Technical Support team.
• Communicates requirements and interacts effectively with customers, suppliers, Customer Service, Products, and other Mouser departments.
• Attends and contributes to supplier trainings and company meetings.
• Supports the Local Customer Service team and provides support for other teams when needed.
• Supports and participates in company total quality process and represents the company in a professional manner.
• Works with minimum supervision and makes independent decisions.
• Maintains proper phone and chat coverage during scheduled work hours and regular attendance at work is an essential part of the job.
• Able and willing to travel to supplier training seminars and represent Mouser at trade shows.
• Other duties as assigned.

SKILLS & CERTIFICATIONS

• Exhibits understanding of technical specifications to assist in the selection of semiconductor, electromechanical, interconnect, embedded products, and optoelectronic components and associated tools and accessories.
• Exhibits proficiency in the use of block diagrams, schematics, test equipment, and test procedures to analyze and troubleshoot printed circuit board assemblies and sub-assemblies.
• Exhibits proficiency in basic circuit theory, analysis, and design, and/or system-level configurations.
• Ability and desire to provide technical support to external and internal customers.
• Ability to understand verbal and written communication regarding electronic applications and components and is able to ask for clarification when needed for understanding.
• Proficient use of computers, networks, software programs and other resources, including experience in a Microsoft Windows environment: Internet, Microsoft Word, Excel, Outlook, and other software.
• Proficient typing, writing skills, and math skills.
• Professional verbal and written communication skills in English and additional languages when required.
• Excellent written and clear verbal communication on Chat, the telephone or in person, and interacts effectively with individuals and groups inside and outside the organization.
• Exhibits strong analytical, organizational and time management skills. Analyzes the impact of decisions before execution and must be detailed and thorough in work habits with the ability to multi-task.
• Demonstrates effective time management and organizational skills.

Technical Support Representative I

• Bachelor’s degree in electronics engineering or equivalent field of study.
• Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.
• Exhibits desire and ability to advance.
• Minimal or no experience in the job.
• Works under close supervision.

Technical Support Representative II

• Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.
• Performs the job’s tasks independently per defined procedures or guidelines and adheres to Mouser standards.
• Exhibits desire and ability to advance.

Requirements

• Bachelor’s degree in electronics engineering or equivalent field of study.
• 2+ years in electronic product design, design support or application support or related experience required. For internal candidates, experience can be a combination of internal and external experience.
• Internal Candidates:
  • Successful completion of all required trainings and courses.
  • Overall Highly Effective Performance in current role.
  • Consistently meets or exceeds Technical Support Representative II performance metric requirements.
  • Proven ability to work independently.
• External Candidates:
  • Exhibits competencies and experience to perform at Technical Support Representative II level.

Technical Support Representative III

• Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.
• Performs the job’s tasks independently per defined procedures or guidelines and adheres to Mouser standards.
• Has thorough knowledge of the job and what is required to provide excellent technical support.
• Successfully completes complex job tasks and resolves complex customer technical issues.
• Exhibits desire and ability to advance.

Requirements

• Bachelor’s degree in electronics engineering or equivalent field of study.
• 4+ years in electronic product design, design support or application support or related experience required. For internal candidates, experience can be a combination of internal and external experience.
• Internal Candidates:
  • Successful completion of all required trainings and courses.
  • Overall Highly Effective Performance in current role.
  • Consistently meets or exceeds Technical Support Representative III performance metric requirements.
• External Candidates:
  • Exhibits competencies and experience to perform at Technical Support Representative III level.

Senior Technical Support Representative

• Successfully performs all Technical Support duties.
• Actively supports the team by providing assistance for complex or uncommon requests using best practices.
• Liaison with other teams for assistance when needed for ensuring service excellence.
• Supports local Technical Representative training needs when necessary.
• Ensures workflow is maintained if coordinator and management are not available.
• Exhibits desire and ability to advance.
• Team subject matter expert.

Requirements

• Bachelor’s degree in electronics engineering or equivalent field of study.
• 6+ years in electronic product design, design support or application support or related experience required. For internal candidates, experience can be a combination of internal and external experience
• Internal candidates:
  • Minimum Highly Effective performance in current role.
  • Successful completion of all required trainings and courses.
  • Consistently meets or exceeds Senior Technical Support Representative performance metric requirements.
• External Candidates:
  • Exhibits competencies and experience to perform at a Senior Technical Support Representative level.