<p>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.</p> <ul> <li>Work with customers to provide support on technical issues, including but not limited to product information, troubleshooting, and installation question/ issues </li><li>Provide customer support through inbound and outbound calls and/or emails. </li><li>Log customer interactions and issues into CRM accurately. </li><li>Learn and interpret basic product manuals and installation guides. </li><li>Provide troubleshooting for door systems, operators, sensors, and control panels. </li><li>Guide installers and dealers through proper installation and setup procedures. </li><li>Escalate and document recurring product issues for continuous improvement. </li><li>Other duties may be assigned as needed by manager. </li><li>Occasional off-hours support may be required based on scheduling or during major installations or time-sensitive </li><li>A minimum of 0-2 years of work experience required. </li><li>High school diploma or GED required; technical coursework is a plus. </li><li>Willingness to learn and grow product lines and technical skills. </li><li>Basic computer skills and CRM usage. </li><li>Proficient with technical documentation and product specs. </li><li>Ability to read schematics, installation diagrams, and wiring instructions. </li><li>Strong communication (written and verbal) skills and ability to effectively troubleshoot. </li><li>Strong customer service and conflict resolution skills in high-pressure environments. </li><li>Ability to manage time and priorities in a fast-paced environment. </li><li>Interpersonal and focus on the Customer Experience. </li><li>Associate's degree in engineering or equivalent technical training is preferred. </li><li>1-2 years of customer service or tech support experience. Ideally in the door industry or related fields (mechanical/electrical). </li><li>Technical certification or trade license (e.g., journeyman electrician, access control certification, etc.). </li><li>Experience with field diagnostic tools (multimeters, lift equipment, mobile field service software). </li><li>Field service experience </li></ul>