Job Title: Mechanical Customer Service Representative - TN

Location: Millington, Bartlett, Cordova, Lakeland, Germantown, Arlington, Collierville and Piperton, TN
Job Type: Full-Time
Department: Customer Support / Technical Support
Reports To: Customer Service Manager / Technical Support Manager

Job Summary:

We are seeking a mechanically inclined Customer Service Representative in Tennessee to support our customers by addressing inquiries, troubleshooting issues, and providing product or service-related technical assistance revolving around small engines and small engine repair. The ideal candidate has a strong understanding of mechanical systems, excellent communication skills, and a passion for helping customers solve problems efficiently.

Key Responsibilities:

• Field customer inquiries or issues via phone support, email support and/or chat support relating to all small engine products, services, and technical issues.
• Diagnose mechanical issues and provide step-by-step guidance for repair.
• Interpret technical manuals, diagrams, and specifications to assist customers with troubleshooting.
• Maintain accurate records of customer interactions, technical issues, and resolutions using CRM software.
• Coordinate with internal departments such as engineering, production, and logistics to ensure customer satisfaction.
• Process orders, returns, and service requests in a timely manner.
• Provide feedback to product and engineering teams to improve service quality and product design.
• Participate in training sessions to stay updated on new product developments and technical procedures.
• Ensure customer satisfaction by delivering high-quality, professional support and timely resolutions.

Required Skills & Qualifications:

• High school diploma or GED required, associate degree or technical certification in Mechanical Engineering or related field preferred.
• Minimum 2 years of customer service experience in a mechanical, manufacturing, or technical environment.
• Strong understanding of mechanical systems, components, and terminology.
• Ability to read and interpret technical drawings and manuals.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking skills.
• Proficiency in Microsoft Office and CRM systems (e.g., NetSuite, Salesforce, Zendesk).
• Ability to multitask, prioritize, and manage time effectively.

Preferred Qualifications:

• Background in HVAC, automotive, industrial equipment, home power backup, or related industries.
• Experience with ERP systems such as SAP or Oracle.
• Bilingual communication skills are a plus.

Working Conditions:

• Primarily remote-based with occasional visits to customer sites or manufacturing facilities.
• May involve handling mechanical parts or tools for demonstration purposes.
• Standard business hours with occasional overtime depending on customer needs.