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:

• 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.
• 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.
• 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.
• 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.
• Arrange and execute quick response field service, trainings, and site visit requests with customers and sales team.
• Responsible for writing and implementing technical support and parts/service policies and procedures.
• 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.
• Work closely with manager to build and promote a proactive parts and consumables program, and an inspection, repair, and refurbishment program.
• Provide initial analysis on warranty claims. Process warranty claims orders, file customer complaints, and follow the process through to resolution. Determine authorization for customer returns in accordance with the Corporate Return Policy and RMA procedure.
• Support new product developments and existing product enhancements.
• Arrange quick response field service, training, and site visit requests with customers and Sales.

JOB SPECIFICATIONS:

• Education/Training: High School Diploma or equivalent with minimum of two years post high school technical training; work experience may substitute.

Experience:

• At least 2 years experience in a technical service or sales department of a manufacturing company.
• Experience with pipe/tube, fittings and valves.
• Experience developing programs and procedures as well as developing measurements for success.

Skills, Knowledge & Other:

• Demonstrates A Player Competencies: Aptitude, Alliance, Agility, Accountability, Awareness & Anticipation
• Aptitude and/or interest in mechanical skills, and ability to learn technical aspects of Sentry products.
• General understanding of shop processes such as welding, machining, and assembly.
• Positive attitude toward Company, supervision, and fellow employees; demonstrates Ownership Mentality.
• Positive attitude, tact, and diplomacy when dealing with customers (internal/external). Customer Impression Officer.
• Excellent communication skills, written and oral, telephone and customer service.
• Computer proficiency with Microsoft Office and ERP program.
• Ability to understand basic flow, pressure drop and pneumatics.
• Sound decision-making skills.
• Proven initiative and self-direction; Strong sense of urgency.
• Flexibility; ability to handle interruptions and multiple priorities.
• Organizations skills; able to establish priorities.
• Planning, scheduling and follow-up.
• Knowledge of exporting regulations and procedures.
• Leadership skills; able to effectively supervise and gain the respect of others.
• Occasional travel to trade shows, customer sites, and training events.