Product Technical Support 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. 

Main Duties

• Troubleshooting: Diagnose and fix hardware, software, or system errors.


• Customer Communication: Answer questions and guide users via phone, E-Mail, or chat.


• Escalation: Send complex bugs or difficult issues to engineering or product development teams.


• Documentation: Record common user problems and write helpful guides or support tickets.

Required Skills

• Technical Knowledge: A solid grasp of the company's specific hardware or software.


• Communication: The ability to explain hard technical concepts in simple, clear terms.


• Problem-Solving: Strong patience and analytical skills to find the root cause of an issue.  

•    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