About this role
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