Tech Support Rep

The Tech Support Rep person will be responsible for administrative duties including the processing and documentation of daily activities in the technical service department. Will be trained on all products to assist with troubleshooting and diagnosis of the HPD products. As well as supporting the technical service team with organization and process application. The ideal candidate will be a strategic thinker with excellent communication skills and customer-focused results.

1. Key Responsibilities

• Provide technical support to customers


• Work with tech services team to troubleshoot field problems with dealers.


• Take direct calls, emails, texts from dealers with product issues to resolve problems


• Participate in cross-departmental communication and consistent updates to engineering and other teams to foster a unified "One Team" culture.


• Provide communication and field feedback to improve support for warranty issues and product-related concerns directly to engineering.


• Serve as the primary liaison between dealer partners/end users and internal teams, ensuring all client requirements are understood and met.


• Participate in onsite factory dealer training to provide best practices and product awareness to maximize field representation of Hormann products.


• Assist with training documentation to provide up to date information on products.


• Collaborate with the outside sales team to resolve issues, improve communication, and streamline processes in alignment with the company’s “One Hormann” vision.

1. Qualifications

• Strong background in customer service and project management.


• Excellent problem-solving, and organizational abilities.


• Proficiency in CRM systems and general computer applications.


• Door-related field experience; equivalent experience will be considered.