What are the responsibilities and job description for the Technical Support Associate (Integration Solutions) position at LogistiQ Integration Solutions?
Job Title: Technical Support Associate
Department: Field Service
Reports To: Technical Support Supervisor
FLSA Status: Salary-Non-Exempt (hourly)
SUMMARY: LogistiQ, located in Port Clinton, Ohio is a fast-growing conveyor equipment supplier for customers in retail, ecommerce & distribution. With deep roots in American Ingenuity, LogistiQ has the experience of a 100-year-old company but operates much like a start-up with high energy and nimble speed.
LogistiQ is seeking a Technical Support Associate who combines reliability and motivation with experience. The role entails offering technical assistance and troubleshooting support across our 24/7 Service Line and Service email, processing warranty orders, and ensuring customer satisfaction through effective problem resolution. The successful candidate will become proficient in our products and their troubleshooting processes, capable of both resolving issues directly and escalating more complex cases as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following
- Provide rotational support for LogistiQ’s 24/7 support hotline, including follow-up actions.
- Deliver best in class service and troubleshooting support to both internal and external customers, ensuring resolution.
- Process warranty orders promptly and manage related inquiries.
- Gain and apply thorough knowledge of our products and troubleshooting techniques to solve technical issues.
- Escalate unresolved problems to the appropriate subject matter experts.
- Document customer feedback, call and issue tracking, and correspondence for comprehensive service records.
- Strive to exceed customer satisfaction targets through dedicated and personalized service.
- Utilize CRM and ERP software tools effectively.
- Perform additional tasks as directed by supervisor.
SUPERVISORY RESPONSIBILITIES:
- None
QUALIFICATIONS:
- Excellent verbal and written communication
- Excellent organizational skills and attention to detail
- High energy, good natured, pleasant & positive attitude
- Speed and accuracy at assigned responsibilities
- Ability to manage multiple requests and priorities
- Desire to support co-workers in a team environment
- Ability to problem solve in a collaborative manner
- Professionalism
- Ability to function well in a high-paced and at times stressful environment
- Professional & Responsive
- Extremely proficient with Microsoft Office Suite or similar software with the ability to learn new or updated software
- Mechanical acumen and comfort level with engineered products
EDUCATION and/or EXPERIENCE:
Associate of Science degree in Business Administration, Marketing, Office Administration, or related field preferred; or at least two (2) years’ experience in a fast-paced office/sales environment.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures. Ability to write reports, business correspondence, and procedures. Ability to effectively present information and respond to questions from groups of managers, customers, and the public.
MATHEMATICAL SKILLS:
Good math skills are required.
COMPUTER SKILLS:
Must be proficient at Microsoft Office products and possess adequate skill to navigate and work within company’s ERP and CRM software. Excellent typing skills are required.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is frequently required to stand; walk and sit. Employee spends some time on shop floor. Most of the time will be spent sitting in front of a computer and use of the phone.
WORK ENVIRONMENT:
Most of the time, the work environment is a pleasant, temperature controlled, professional office environment in a manufacturing setting. The employee works in the office but does have occasional interaction with personnel on the shop floor. In plants, the employee is exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is mixed but does not require hearing protection in most areas.
NOTE: This Job Description may be modified due to business necessity. LEWCO INC. will make reasonable accommodations regarding these duties, responsibilities, and qualifications in compliance with Federal and State disability laws.
