Technical Support Associate - Manufacturing

Do you have a strong enthusiasm for helping others and delivering outstanding customer service? Are you technically skilled with experience providing product support for machinery that involves electrical, mechanical, or software systems? TigerStop is seeking a customer-focused individual with technical expertise to join our Service team as a Technical Support Associate. This full-time position is based on-site at our headquarters in Vancouver, Washington.

TigerStop is a U.S. manufacturer of smart machine tools. We take great pride in the machinery solutions that we make and we take pride in our people. Building a great team is integral to ensuring that we complete our mission. The Technical Support Associate will assist customers with setup, diagnostics and troubleshooting of TigerStop product offerings including industrial machinery, accessories, and spare parts requests.

Major responsibilities include but are not limited to:

• Provide technical service and excellent customer service via telephone, email and web chat to support our dealers and customers
• Troubleshoot and resolve issues covering product operation and electrical systems, mechanical systems and software
• Respond to technical support requests which may include answering product how-to questions, user-interface training, assisting with system configuration changes, and troubleshooting technical issues
• Interpret and communicate specialized technical specifications, drawings, manuals, and other technical reference into information usable and understandable by clients
• Coordinate spare parts specifications and shipping instructions to our dealers and customers
• Bring clarity to incomplete or inaccurate information through questioning and problem-solving
• Assist in product training seminars for dealers and service technicians
• Participate in continuous improvement efforts, identify process improvements for customer service and technical support activities
• Maintain calm and professional communication while assisting distressed customers
• Manage confidential and proprietary client information
• Maintain accurate records using CRM system
• Interact with Engineering and Production to provide excellent customer service and clarify specifications when necessary

Job Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills and Education:

High school diploma/GED required and 2 years of experience in a technical customer support role, specifically for industrial machinery or capital equipment strongly preferred. Customer service orientation focused on clearly identifying needs and timely resolution to technical support issues. Excellent and effective phone presence which includes understanding, patience, and tact. Intermediate to advanced CRM software experience strongly preferred. Experience using an ERP system, preferably Epicor. Excellent ability to communicate via email with intermediate or higher MS Outlook skills, using excellent punctuation, grammar, spelling, and professional tone. Basic competency in MS Word and MS Excel. Working knowledge of Microsoft Teams or similar virtual collaboration platform a plus. Strong technical aptitude and ability to interpret technical reference materials. Bilingual in Spanish a plus, both written and verbal.

Desired Characteristics:

• Conduct all activities with the high standard of ethics maintained by TigerStop
• Participate in all assigned technical support and service training programs
• Communicate effectively, establish positive relationships with both internal team members and external clients
• Maintain positive image with customers and coworkers while promoting courtesy, objectivity, respect, and fairness
• Seek feedback and follow-up on employee and customer suggestions with a suitable response
• Prompt, hard-working, efficient, punctual, and prepared
• Organized with high attention to detail
• Ability to think quickly and take initiative
• Ability to prioritize one’s own daily work with solid time-management skills
• Team player with a positive, friendly demeanor

This position has no supervisory responsibilities.

Physical Demands and Working Environment:

• General office environment with minimal noise and mild temperature fluctuation representative of the environment. We are a dog-friendly work environment!

We invite you to visit www.TigerStop.com to learn more about us and the innovate products that we make.

Candidates offered employment will be required to submit to a pre-employment background check and provide proof of eligibility to work in the United States through E-Verify.

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Technical support: 2 years (Required)
• Customer service: 2 years (Required)
• CRM software: 1 year (Preferred)
• ERP systems: 1 year (Preferred)
• Microsoft Outlook: 2 years (Required)
• Web chat: 1 year (Required)

Language:

• Spanish (Preferred)

Shift availability:

• Day Shift (Preferred)

Ability to Commute:

• Vancouver, WA 98682 (Required)

Work Location: In person

Salary : $22 - $24