The Hillman Group

  • Technical Support Lead

    Job Locations US-AZ-Tempe
    Posted Date 1 month ago(10/15/2018 5:18 PM)
    Requisition ID
    # of Openings
    Category (Portal Searching)
    Customer Service/Call Center
  • Overview

    This position will perform the regular functions of a CSR/TSR. In addition, the Support Lead aids in providing the flow of information on new and existing products to the department and trains associates (including new hires) as necessary.



    • Maintains current knowledge of department operating procedures and updates assigned technical product information.
    • Continually strives for a higher level of service and customer/department satisfaction.
    • Participates in departmental improvement teams.
    • Works “on-call” evenings and weekends on a rotating basis as needed.
    • Attends meetings based on related assignments and responsibilities.
    • Assists in training of new and existing associates in the department.
    • Creates, and modifies any and all troubleshooting procedures relating to equipment (as needed).
    • Reports findings to supervisor and makes recommendations regarding follow up procedures and implementation.
    • Reviews and evaluates department’s technical procedures related to equipment and provides follow up.
    • Proactively looks for improvements and makes recommendations to supervisor.
    • Serves as a “go-to” for department escalations, decision making, and back-up.
    • Performs all other related duties as assigned.



    High School diploma or GED equivalent is required; or equivalent combination of education and experience. College degree or relevant additional formal training preferred.


    • One year of customer service or call center experience is preferred.
    • Good mechanical aptitude; ability to successfully complete training on Hillman machines.
    • Good presentation skills and ability to provide information to department.
    • Excellent communication skills; ability to effectively communicate technical information and know-how to users.
    • Working knowledge of computer applications (i.e. MS Office Suite), and ability to learn in-house software applications.
    • Ability to type 45 wpm.
    • Strong problem-solving skills and ability to work with a variety of personalities; maintain composure under stressful conditions.


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