What are the responsibilities and job description for the Technical Support Representative position at Danfoss?
Job Description
The Technical Support Representative will provide the technical support to distributors and customers relative to all Danfoss Fluid Conveyance products including hoses, fittings, connectors, and assembly equipment. by analyzing product information and applications and determine potential solutions. Assist with competitor product conversions and maintaining related Technical Support databases. Interfaces with Sales Teams, Account Managers, Customer Service Representatives, Field Service Representatives, Quality Control, Product Engineering, Manufacturing teams, Supply Chain Management, Product Managers, etc. The Technical Support Representative to provide world class customer support that strengthens Danfoss’s competitive advantage. Manages customer accounts and executes tactical Customer Support objectives. Drives a continuous improvement culture throughout the organization.
Job Responsibilities
Responsibilities for this position include, but are not limited to, the following.
- Analyze and interpret customer product inquiries quickly, determine and effectively communicate potential solutions.
- Researching information of the requested products and the customer’s application.
- Ability to manage responses to multiple inquiries at one time and present the requester with solutions in a timely manner.
- Respond to customer inquiries via phone, email, and chat.
- Track and document inquiries and subsequent solutions into group database for purposes of tracking key metrics and sharing technical information.
- Establish key contacts within the organization as product / technical support resources. Mentors, motivates and coaches team members; acts as an employee advocate.
- Stay current on Danfoss products and develop expertise in Fluid Conveyance products and capabilities to aid the overall strength of the group.
- Act as a technical resource within Danfoss Hydraulics for support and training purposes.
- Beyond the immediate response to inquiries, provide training and direction to distributors and customers for their technical support needs.
- Provide training and guidance to distributor locations through web or on-site training.
- Advise user of correct procedures and product usage.
- Provide feedback to other Danfoss functions including Marketing, Sales, Field Services and Communications related to Danfoss products.
- Accumulate and evaluate data pertaining to product at all necessary levels of use and provide solutions to customer and Danfoss Fluid Conveyance division
- Responsible for sales and service at all levels of need down to the end user. Serves as customer contact once product is shipped from Hydraulics division regarding service, trouble shooting and repair.
- Promotes customer satisfaction and achieves cycle time reduction through team-based problem-solving. Actively participates in cross-functional company-wide teams to assist in quality improvements, process improvements, business system enhancements and process standardization.
Background & Skills
Required (basic) qualifications
- Associate and/or Bachelor of Science degree in technical field from accredited university.
- Technical experience
- Experience reading engineering drawings and specifications.
- Must be authorized to work in the United States without company sponsorship, both now and in the future
- No relocation benefit is being offered for this position. Candidates within a 50-mile radius of Eden Prairie, MN preferred.
Preferred qualifications
- Bachelor's degree from an accredited institution.
- Technical experience related to hydraulics.
- CFPS/CFPE certification.
- Broad range of computer skills associated with Salesforce OneCRM, SAP, Teamcenter, Excel spreadsheets, data analytics, and webinar tools.
Job Criteria
- Strong prioritization and time management skills due to high call volumes requiring practical decision-making skills under high stress situations.
- Broad range of computer skills associated the Microsoft Office suite of products.
- Requires the ability to efficiently manage technical from distributors, customer sales and service personnel.
- Ability to effectively network with internal resources to obtain information needed to answer customer inquiries.
- Convincing the customer of the proper preventive or corrective action.
- Continual and effective communications with internal management and customer personnel
- Must be professional and ethical in all aspects of the business.
Employee Benefits
Hiring salary range: $69,000 - $86,000/year. Base salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity and alignment with market data.
We are excited to offer you the following benefits with your employment:
- Bonus system
- Paid vacation
- Flexible working hours
- Personal insurance
- Communication package
- Opportunity to join Employee Resource Groups
- State of the art virtual work environment
- Employee Referral Program
This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.
Danfoss – Engineering Tomorrow
At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.
Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.
Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
Salary : $69,000 - $86,000
