Technical Support Administrator

Description

POSITION SUMMARY

Provide internal and external customers with a single point of contact with regard to order administration, pricing and other non-technical service issues. Proactively manages customer needs, identifying issues and providing resolutions.

ESSENTIAL FUNCTIONS

• Customer Suport via phone and email.
• Processing of customer orders, in a timely and accurate fashion.
• Follow-up and coordination of problematic orders
• Coordinating with Workshop to ensure customer requested delivery dates are achieved. Where necessary dates are revised & communicated to the customer.
• Assist in other departments from time to time as required (warehouse, assembly, repairs, etc.).
• Other duties, responsibilities and activities may change or be assigned at any time with or without notice, as determined by business needs.

Qualifications

POSITION QUALIFICATIONS

• Must have ability to perform work accurately and thoroughly.
• Must have ability to adapt to change in the workplace.
• Must have ability to use thinking and reasoning to solve a problem.
• Must have ability to communicate effectively with others using the spoken word.
• Must have ability to communicate in writing clearly and concisely.
• Must have ability to take care of the customers’ needs while following company procedures.
• Must have ability to pay attention to the minute details of a project or task.
• Must have ability to work at a sustained pace and produce quality work.
• Must have ability to focus on a goal and obtain a pre-determined result.
• Must have ability to find a solution for or to deal proactively with work-related problems.

Education and Experience:

• High School Graduate or GED preferred, but not required.
• Minimum of 1-2 years of related experience; or equivalent combination of education and experience
• SAP experience preferred
• Prior experience or knowledge of mechanical seals or pumps a plus but not required.

SKILLS & ABILITIES

• Operate a computer and PC equipment. Proficient in Microsoft Outlook, Word, Excel, and Power Point.
• Completion (with a score in excess of 90%) of the AESSEAL Foundation and Bronze courses is mandatory.
• Must be competent in using SAP to process customer orders, check individual remote stock locations and accurately quote, price, and estimated delivery.
• Must be competent in using AESSEAL Portal tools of CSDS, Drawing search, eVE and quick quote.
• Should have a good understanding of AESSEAL stock codes for both complete seals and individual components.
• Perform order checking daily to prevent incorrect orders, shipping types, etc. from going out to the customers.
• Should have gained an understanding of workshop systems and processes including assembly and testing of seal dispatch procedures.
• Should have a strong understanding of relevant sales office QA procedures.