Join Our Technical Support Team!
We’re growing fast and our technical support team is an integral part of our growth. If you’re an experienced electrical or mechanical technician who enjoys traveling regularly, then you may be the perfect candidate for this role! Click Here to learn more about Acucraft and meet our team.
Acucraft Field Service Technician
This is an exciting opportunity to work in a fun, fast paced dynamic roll with a world class company that has a thriving business model. At Acucraft, we value our families, candid collaboration, and a cooperative culture. Through our innovation, collaboration and investment in technology, Acucraft is able to offer countless fireplace options to meet and exceed the needs of any customer. Through constant growth, Acucraft continuously achieves new standards and products to surpass all expectations.
Position Overview – Field Service Technician
The primary objective of this role is to support the service team. You will work closely with our service manager in assisting and solving the needs of our past, present and future customers, which includes traveling on-site to service and advise on fireplace installation, troubleshooting or repair. This position is an integral part of our service team and is the face of Acucraft to our customers.
Duties and Responsibilities:
- Provide exceptional customer service to all customers via phone and on-site/in-person
- Handle technical support calls from service technicians, installers, customers
- Ability to multitask and prioritize various communication platforms (phone, email, in person, CRM)
- Troubleshoot fireplace issues and offer clear resolutions
- Follow up on all customer inquiries to ensure job completion and customer satisfaction.
- Assist Service Manager with service-related initiatives
- Approve and process all warranty claims and RMAS
- Other duties as assigned
Skills and Experience:
- High level of understanding of electrical and mechanical systems alongside a technical aptitude.
- 3+ years of experience in a customer service support role with mechanical aptitude preferred
- Willing to work individually as well as on a team
- Strong verbal and written communication skills
- Ability to multi-task, prioritize and be flexible with changing business needs and travel schedule
- Detail oriented and ability to document all customer-based conversations
- Ability to travel up to 50% of the time, U.S. & Canada
Reports To: Technical Support Manager
Job Type: Full-time, Monday-Friday, Big Lake, Minnesota
Pay: $55,000, DOE
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
