What are the responsibilities and job description for the Product Support Specialist position at Dexter Laundry?
Job Description:
The Product Support Specialist is a member of the Customer Technical Support Team and reports to the Manager of Technical Support. The position provides worldwide technical support, education and training of Dexter commercial and industrial laundry products to distributor customers, service companies, owners of Dexter equipment and ancillary equipment companies. This position requires a combination of great technical and communication skills and is a key influencer in the product design.
Position Responsibilities:
- Provide technical support to distributors, owners and servicers of Dexter products.
- Lead global technical training seminars, either in the field or at the factory
- Be the Voice of Customer in product development and design discussions with Engineering, Manufacturing, and Procurement
- Partner with Engineering, Manufacturing, and Procurement staff to design, develop and implement various design, manufacturing and component improvements based on customer feedback and field experiences.
Secondary Responsibilities:
- Design, develop, test and write installation instructions for in field product modifications.
- Support development of tracking tools, metrics and plans to improve the level of support that we provide to our customer network.
- Partner with Customer Support team members to develop and maintain manuals on all Dexter products.
- Develop visual training materials on service and maintenance procedures
- Create service videos, including filming and editing
Position Experience/Education:
- Based on the wide skill set required for this position, an engineering, networking, or technical degree or other degree with 3-5 years of related technical work experience in manufacturing, computer networks, engineering or technical field is required along with other relevant work experience.
Position Skills and Abilities:
- Strong oral and written communication skills required.
- Strong technical and/or electrical background: should include some familiarity following standard troubleshooting procedures, using machine schematics, working with machinery, operating multiple voltages, operating mechanical power tools.
- Previous experience with customer support or dealing directly with the customers is necessary.
- Knowledge of Windows settings and basic home or business networking setup.
- Ability to teach and speak comfortably in front of groups.
- Strong computer skills, including experience using Microsoft Excel, Word, PowerPoint as well as knowledge of desktop publishing software such as Adobe InDesign and Photoshop is helpful.
- Experience with CAD or other drawing programs such as AutoCAD or Visio is helpful
- General Construction knowledge including; Framing, Concrete, Electrical, Plumbing, Inspection Regulations is helpful.
- Ability for occasional travel, including internationally
Position Requirements:
- Position requires both sitting and standing for extended periods; lifting, bending and manual dexterity are also required.
- Flexible hours and days including some weekends
- Required to pass a background, physical, drug and alcohol screenings
- Authorization to work in the United States.
Our Vision:
TO BE OUR CUSTOMERS COMPETITIVE ADVANTAGE!
