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