Job Title: Technical service Agent Location - Warren MI Duration- 12 months Pay range- $22/hr- $25/hr Key Responsibilities Technical diagnosis and troubleshooting • Navigate available tools to perform remote diagnosis & troubleshooting • Provide resolution guidance for site visits to other parties • Ensure high customer satisfaction during issue resolution Case Management • Create/update cases in Salesforce • Work with logistics for parts ordering/return • Serve as lead for technical escalations from service partners, non technical advisors and others • Provide training as subject matter expert on technical details • Provide flow related insights/feedback to improve efficiencies and customer satisfaction Warranty/RMA/Out of Warranty In conjunction to general case management responsibilities: • Determine warranty status & manage claims • Reconcile at month end for claims made with logistics, if required • Warm transfers/ service tech scheduling, if required Training • Train other agents as required • Support creation of training materials based on experience Required Skills / Experience / Education • Evidence of safety-first attitude • 3+ years as electrician or working on electrical components, EV charging equipment repair/installation experience strongly preferred • Minimum 2 years of experience in a call center/customer facing environment • Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce • The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment • Adept oral and written communication skills that involves understanding the customer; getting the message across; presenting information effectively; and communicating openly • High level of interpersonal skills to work effectively with others • Computer skills to develop, maintain, and analyze data • Demonstrated ability to learn new technologies and processes, and adapt to change • Ability to innovate, solve complex issues, and present new ideas • Excellent time management skills - the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal • Responsive and understanding of business issues and data challenges in Aftersales and IT Systems • High level of analytical ability where problems are unusual, difficult, or complex • Ability to lead problem solving activities and manage resolution targets • Associate/Trade degree in related space and or four years of equivalent experience (electrical) • Valid drivers license ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.