REPORTS TO: Senior Service Manager

FUNCTION: Perform a variety of technical support and service-related duties that meet or exceed customer expectations. Receive, interpret, and respond to customer inquiries that vary broadly from quotations, products, applications, complaints, pricing, etc. Responsible for technical support to customers (internal and external), technical content development, growth and support of aftermarket parts sales, and for repair and servicing of company products.

ESSENTIAL RESPONSIBILITIES:

1. Field incoming technical service questions from customers and utilize troubleshooting and problem-solving techniques to promptly resolve problems with products or systems regarding both electrical and mechanical issues.
2. Respond to telephone and written inquiries regarding price, availability, and type of part required to meet the repair needs of existing sampling products and systems. Provide quotes, pricing, delivery, part numbers, terms & conditions, for both standard and custom parts to meet customer needs; notify customers of exceptions.
3. Develop a variety of technical content, such as training programs (documentation, hands-on, and digital), application notes, blog posts, case studies, PowerPoints, work instructions, bills of materials, quality documentation, etc.
4. Serve as a technical expert within the organization. Provide trainings for both internal and external customers. Strong technical and application knowledge across all product lines.
5. Arrange and execute quick response field service, trainings, and site visit requests with customers and sales team.
6. Responsible for writing and implementing technical support and parts/service policies and procedures.
7. Work closely with other departments to ensure smooth and efficient processing of customer cases, quote requests, sales orders, and service opportunities. Coordinate backup for customer service personnel in other business units as needed.
8. Work closely with manager to build and promote a proactive parts and consumables program, and an inspection, repair, and refurbishment program.

Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

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We are an Equal Opportunity Employer: We evaluate applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We strive to find applicants that fit within our work culture, different backgrounds, experiences, and perspectives are valued.

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