Job Purpose:

Pre and Post Sale Technical Representative in Reno, NV.  We manufacture Film and Television Studio lighting and we ship from our Reno, NV warehouse.  While you don't have to have a knowledge of that domain, some electrical debugging skills are necessary as well as ability to talk to customers. 

Duties:

* Answer our toll free number(s) from 7 to 4pm PST.  A 40 hour work week ± a few hours here or there.  Based in or close to Reno, NV.  Some work can be performed from home but will require occasionally going into the warehouse.  You must be able to forward the 800 number to another phone if you are not in our location and must be able to answer the phone as if it is our phone (Cool Lights USA).  Internet access in your home would also be required if you work from there from time to time.
* Be able to learn about our products and use a FAQ we put together to answer customer questions about products--so pre-sales support driven by this FAQ or knowledge you learn about our products.
* Update the FAQ as they learn things so we have a growing
knowledge base that can pass on to other tech reps as we grow in the future.
* Receive customer orders over the phone, input them into our system and take payment too.  
* Be able to do some upselling to customers of other accessories and products.  This won't happen overnight but I would expect as you understand our business and products more you will be able to see the cross linking and sales possibilities like we already do when we talk to customers.
* Take orders coming in from website and enter them into the warehouse system for fulfilling and shipping which is done by other warehouse employees.
* Do QA on some customer orders going out each day.  This involves making sure the right items were picked for the customer, opening the box, plugging in the unit, putting it on a stand and making sure that it works both mechanically and electrically.  Be able to make some at least minor fixes to products that may have issues.  This is often just common sense and seeing issues and swapping out parts or replacing a unit that has a problem so the customer never sees the issue.  This tech rep is the last line of defense in our QA so its important that you don't miss issues.
* Prepare all documents necessary for overseas shipping like commercial invoices.
* Field some light customer questions about issues they may be having.  Take information and forward to a tech support person if they can't handle the issue at their level.
* Be able to coordinate the other help we have in Reno to come in when there is a larger scale of inventory work or modification necessary based on something we miss in QA at the factory.  
* Handling customer RMA issues and making sure the products get from the customer to where they need to be fixed and then returned to customer.  This person should be capable of fixing at least minor issues and swap and replace components as necessary.

Skills/Qualifications:

Equipment Maintenance, Technical Understanding, Technical Zeal, Technical Support Pre and Post Sale, Electrical Knowledge, Comfortable with electrical devices, Deals with Uncertainty, Basic Safety, Small Power Tools, Soldering, Attention to Detail, Flexibility, Internet, Phone Answering, Responsible

 

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