Mechanical Customer Service Technician I

About Company:

Who We Are
Products and solutions with purpose.

We started in a garage with one invention, Martcart™, the world’s first electric shopping cart, born from our founder Bill Sage’s desire to help his grandmother shop independently. From that start, Kiefer Sage has grown into a company that designs solutions and products with purpose, rooted in empathy, guided by innovation, and built to solve real problems.

Our Mission

At Kiefer Sage, we build amazing talent who build amazing businesses that make a difference in overlooked and underserved markets.

Our Core Values

Our values define our culture, guide our decisions, and shape the way we work.

• Love: We lead with empathy, respect, and care for others.
• Grit: We persevere with determination and resilience.
• Humility: We remain grounded, open-minded, and eager to learn.
• Own It: We take accountability and deliver with integrity.
• Make It Better: We pursue continuous improvement and innovation.

Benefits

We invest in our people by supporting their well-being, growth, and success.

• Free Virtual Urgent, Mental Health Care, and Primary Health Care
• Medical, Dental, and Vision Insurance
• Life Insurance
• Short Term and Long-Term Disability
• 401(k) Retirement Plan
• Tuition Reimbursement
• Bonus Opportunities

Job Description

Department: Martcart/Spraymaster Service
Reports To: Customer Experience Tech Manager
FLSA Status: Exempt
Location: On-site
Date: 08/26/2026

Summary

The Mechanical Customer Service Technician I is responsible for supporting customers and service companies by providing accurate and timely technical assistance for Kiefer Sage products. This position troubleshoots product issues, assists with repair needs, processes parts orders, authorizes warranty work, and follows customer concerns through resolution.

The role requires strong customer service, communication, problem-solving, and technical skills to ensure customers and service partners receive the support necessary to maintain and repair Martcart and Spraymaster products.

Essential Functions

• Provide excellent customer service to internal and external customers while maintaining a high level of professionalism.
• Communicate with end-user customers, technicians, and service companies to troubleshoot and resolve technical issues.
• Serve as a primary point of contact when assisting dissatisfied customers and work toward satisfactory resolution of service concerns.
• Develop and maintain a technical understanding of Martcart and/or Spraymaster products, including Martcart-branded units, Care Chairs, Shoppers Aids, and Spraymaster system components.
• Respond to email and telephone correspondence from customers, technicians, and service companies.
• Generate accurate parts orders based on requests received from customers and service partners.
• Review and authorize warranty work as appropriate.
• Follow up with customers, service companies, and internal departments to ensure orders are fulfilled and service issues are resolved.
• Maintain Service Department records and required documentation.
• Coordinate with internal teams as needed to support customer service and technical issue resolution.
• Travel as needed when service issues cannot be resolved remotely.
• Perform other related duties and projects as assigned.

Competencies

• Customer Focus
• Communication
• Attention to Detail
• Analytical Thinking
• Problem Solving
• Collaboration
• Multi-Tasking
• Technical Aptitude
• Initiative & Follow-Through

Preferred Education and Experience

• High school diploma or equivalent.
• One year of related experience preferred.

Supervisory Responsibility

This position has no supervisory responsibility.

Work Environment

This position operates primarily in a professional office environment but may also require work in warehouse and production areas. These areas may include machinery, elevated temperatures during summer months, noise from tools and equipment, and other manufacturing-related conditions.

Personal Protective Equipment may be required in certain areas, including safety glasses, gloves, and hearing protection.

Some travel may be required when service issues cannot be resolved virtually.

Physical Demands

While performing the duties of this position, the employee is regularly required to sit and stand for extended periods and frequently use hands and fingers to handle objects, tools, or controls.

The employee may also be required to walk, reach with hands and arms, climb, balance, stoop, kneel, crouch, crawl, talk, and hear.

The employee must regularly lift, push, pull, and grip and must be able to lift and carry objects weighing up to 40 pounds.

Specific vision abilities required by this position include close vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type / Expected Hours of Work

This is a full-time, on-site position. Normal work hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend work may occasionally be required based on business or customer service needs.

AAP / EEO Statement

KS provides equal employment opportunity to all individuals regardless of race, color, creed, religion, sex, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. KS is committed to providing a workplace free from unlawful discrimination and takes appropriate affirmative action where required by law.

Other Job Duties

This job description provides a general description of the essential functions and responsibilities of the position. It is not intended to be an employment contract or an exhaustive list of all duties. Employees may be assigned additional tasks and responsibilities by KS supervisory or management personnel based on business needs.