What are the responsibilities and job description for the Customer Support Technician I position at ESPEC North America Inc?
Description
Who We Are
ESPEC North America (ENA) is partner in environmental and accelerated reliability test chambers and solutions with a long history and deep expertise in making the world a better place through better quality, higher reliability products.
Our Mission
We continually aim to grow and evolve by building mutually responsive, innovative partnerships with our customers, vendors, and strategic allies, and creating opportunities for our team members. Our cornerstone is to be the most reliable and accessible supplier of testing solutions.
We are currently looking to add a Technician to our Custom Support Team. We offer an awesome benefits package, work/life balance, positive work environment, and opportunities for advancement!
Working Schedule: Monday-Friday 8:00am-5:00pm. Hybrid schedule.
Essential Duties and Responsibilities:
- Assists customers in locating correct replacement parts and basic chamber operation.
- Documents Customer Support phone calls in current software program; links E-mails to be shared throughout Sales, Service and Management.
- Generates service quotes and completes all associated documentation; responsible for service sales to customers.
- Generates quotes for calibration, PM and replacement parts.
- Creates service request orders for warranty, parts and service.
- Provides input to the Field Service Manager so that installations, start-ups, service and warranty for standard and custom products can be scheduled.
- Creates and follows up on returned material authorizations (RMA’s) for warranty parts that are required to be returned.
- Inspects and signs off on service orders in production prior to shipment and notes any installation or start-up issues.
- Assists in preparing ship kits for custom chambers and jobs prior to shipping.
- Interfaces regularly with the Test Department to stay up to date on equipment changes.
- Creates solutions and troubleshooting documents from information provided by manager or technicians.
- On large installation projects; organizes information and coordinates in-house materials to assure the Field Service Technician will have all necessary materials at the job site.
- Other duties as assigned.
- Regular, physical attendance is required.
Requirements
- High School diploma or equivalent required.
- Associates degree or minimum of two years of Technical Training (college or trade school) preferred.
- Prior customer service experience preferred.
- Must have working knowledge of Manufacturing data base systems, basic understanding of Bills of Material (BOM’s) in a manufacturing environment.
- Must have technical writing skills.
- Ability to add, subtract, multiply, and divide.
- Previous experience with Microsoft Office (Word, Excel and PowerPoint) and use of ERP system preferred.
