Tech Support Representative

Summary:

We are looking for a skilled problem-solver to join our growing team.  This front-line onsite role needs an enthusiastic individual who thrives on making an impact and winning.  The successful candidate must have a technical aptitude and be able to listen critically to customer issues and then offer a unique and innovative solution per each challenge.  You will be trained on our customer experience vision, problem solving techniques, and product knowledge that will all be critical in helping you serve as a valuable resource to our distributor and end user customers.  

PRIMARY RESPONSIBILITIES:

• Act as the first line of communication to customers in need of technical assistance, with strong and professional written and verbal communication.
• Respond to distributor and end user inquiries regarding technical issues relative to Carlisle Fluid Technologies Products
• Assist in specifying the correct products for an end user’s finishing needs based on their unique applications.
• Partner with Customer Service and Account Managers to provide best-in-class technical support to distributors and end users.
• Assist in updating and correcting product catalogs.
• Support customer training and field service team as needed.
• Create, maintain and enhance excellent distributor and end user support and service.
• Proactively answer customer calls and respond to customer inquiries while documenting all communication into Service Now Software
• Proactively seek out process improvements and offer new ideas to help you and the team be more efficient and effective in strengthening all existing and new customer relationships.
• Maintain a network of appropriate contacts and nurture well-functioning relationships with the various engineering and manufacturing teams.
• Proactively prioritize work and effectively multitask to ensure required follow up and deadline delivery.
• Strive to meet departmental metrics as outlined by Management.
• Other assigned duties

SKILLS AND QUALFICATIONS:                                                                                                     

• Customer service-oriented and energized by helping others succeed. Possesses outstanding interpersonal skills, positivity, and enthusiasm.
• Previous manufacturing or industry experience and/or understanding of the manufacturing processes.
• Superior communication skills, both verbal and written, including the ability to communicate with confidence and conviction.
• Ability to develop, improve, and maintain outstanding relationships with customers, colleagues, and external business partners.

• Performance-focused, proactive self-starter. Biased to do things before being asked, excellent attention to detail and organizational skills, creative insight into problem-solving.  Able to multi-task, manage time, and balance multiple priorities simultaneously. 
• Take initiative to effectively anticipate the needs, handle the issues, and resolve the problems of internal and external customers. View complaints as opportunities, acts as a customer advocate, and is dedicated to building relationships for long-term mutual benefit.
• Excels at working both independently and collaboratively. Able to work with minimal supervision. Keeps supervisor sufficiently informed.
• Comfortable in speaking up when discussion is needed.

REQUIREMENTS:

• Must be able to work onsite.

• Associate degree or Equivalent Experience

• Ability to read and understand, blueprints and technical drawings.
• Ability to convey technical information in a clear and concise manner in both written and verbal formats.
• Experience with related equipment used in industries. 

• Accurate, data-entry skills
• Ability to work in a fast-paced environment, both independently & within a team
• Multi-tasking skill
• Excellent presentation and communication skills
• Computer competency – including MS Office products (MS Word, Excel) and web-based tools.
• The ability to remain focused on the job at hand.
• High School Diploma or GED

PREFERRED:

• Associate degree in business, Management, or related technical field 
• Passion for delivering a Customer Experience better than anyone.
• Experience in a business setting with Sales/Inside Sales, Accounting or Project Management 
• Knowledge/experience with Industrial equipment in B2B space; spray finishing equipment a plus.
• Knowledge of Carlisle Fluid Technologies product line and its usage/position in assigned key industry.
• Experience with Epicor or similar ERP system.