Technical Support Representative

SCOPE

Technical Support Representatives are responsible for providing service to customers by interpreting application and electronic component selection for sales, customers, suppliers, and other departments within Mouser to assist in the decision of buying, selling, and providing quality technical assistance to ensure effective customer service.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

Demonstrates the highest quality of customer service and effectively interacts with all internal and external business contacts.

Uses resources effectively to provide customers the best component selection for the application and offers associated items with product support. Also provides Mouser website and online chat support.

Teaches customers how to navigate the Mouser website to allow customers to find information easily while minimizing their need of additional support from the Technical Support team.

Communicates requirements and interacts effectively with customers, suppliers, Customer Service, Products, and other Mouser departments.

Attends and contributes to supplier trainings and company meetings.

Supports the Local Customer Service team and provides support for other teams when needed.

Supports and participates in company total quality process and represents the company in a professional manner.

Works with minimum supervision and makes independent decisions.

Maintains proper phone and chat coverage during scheduled work hours and regular attendance at work is an essential part of the job.

Able and willing to travel to supplier training seminars and represent Mouser at trade shows.

Other duties as assigned.

SKILLS & CERTIFICATIONS

Exhibits understanding of technical specifications to assist in the selection of semiconductor, electromechanical, interconnect, embedded products, and optoelectronic components and associated tools and accessories.

Exhibits proficiency in the use of block diagrams, schematics, test equipment, and test procedures to analyze and troubleshoot printed circuit board assemblies and sub-assemblies.

Exhibits proficiency in basic circuit theory, analysis, and design, and / or system-level configurations.  Ability and desire to provide technical support to external and internal customers.

Ability to understand verbal and written communication regarding electronic applications and components and is able to ask for clarification when needed for understanding.

Proficient use of computers, networks, software programs and other resources, including experience in a Microsoft Windows environment : Internet, Microsoft Word, Excel, Outlook, and other software.

Proficient typing, writing skills, and math skills.

Professional verbal and written communication skills in English and additional languages when required.

Excellent written and clear verbal communication on Chat, the telephone or in person, and interacts effectively with individuals and groups inside and outside the organization.

Exhibits strong analytical, organizational and time management skills. Analyzes the impact of decisions before execution and must be detailed and thorough in work habits with the ability to multi-task.

Demonstrates effective time management and organizational skills.

JOB LEVELS

Technical Support Representative I

Bachelor’s degree in electronics engineering or equivalent field of study.

Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.

Exhibits desire and ability to advance.

Minimal or no experience in the job.

Works under close supervision.

Technical Support Representative II

Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.

Performs the job’s tasks independently per defined procedures or guidelines and adheres to Mouser standards.

Exhibits desire and ability to advance.

Requirements

Bachelor’s degree in electronics engineering or equivalent field of study.

2+ years in electronic product design, design support or application support or related experience required. For internal candidates, experience can be a combination of internal and external experience.

Internal Candidates :

Successful completion of all required trainings and courses.

Overall Highly Effective Performance in current role.

Consistently meets or exceeds Technical Support Representative II performance metric requirements.

Proven ability to work independently.

External Candidates :

Exhibits competencies and experience to perform at Technical Support Representative II level.

Technical Support Representative III

Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.

Performs the job’s tasks independently per defined procedures or guidelines and adheres to Mouser standards.

Has thorough knowledge of the job and what is required to provide excellent technical support.

Successfully completes complex job tasks and resolves complex customer technical issues.

Exhibits desire and ability to advance.

Requirements

Bachelor’s degree in electronics engineering or equivalent field of study.

4+ years in electronic product design, design support or application support or related experience required. For internal candidates, experience can be a combination of internal and external experience.

Internal Candidates :

Successful completion of all required trainings and courses.

Overall Highly Effective Performance in current role.

Consistently meets or exceeds Technical Support Representative III performance metric requirements.

External Candidates :

Exhibits competencies and experience to perform at Technical Support Representative III level.

Senior Technical Support Representative

Successfully performs all Technical Support duties.

Actively supports the team by providing assistance for complex or uncommon requests using best practices.

Liaison with other teams for assistance when needed for ensuring service excellence.

Supports local Technical Representative training needs when necessary.

Ensures workflow is maintained if coordinator and management are not available.

Exhibits desire and ability to advance.

Team subject matter expert.

Requirements

Bachelor’s degree in electronics engineering or equivalent field of study.

6+ years in electronic product design, design support or application support or related experience required. For internal candidates, experience can be a combination of internal and external experience

Internal candidates :

Minimum Highly Effective performance in current role.

Successful completion of all required trainings and courses.

Consistently meets or exceeds Senior Technical Support Representative performance metric requirements.

External Candidates :

Exhibits competencies and experience to perform at a Senior Technical Support Representative level.

Approved : 08-03-2022

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Category : Sales / Customer Service