What are the responsibilities and job description for the Technical Support Representative position at Western Global?
About The Role
Join us as a Technical Support Representative and unleash your technical expertise in a thriving and dynamic environment. As part of the Western Global Team, you will be responsible for supporting the Western Global Team throughout North America in all technical aspects as it pertains to the Western Global product line. From assisting with sales to troubleshooting, customer disputes, and warranty claims, you will play a key role in ensuring customer satisfaction and maintaining our industry-leading position.
Who We Are
Western Global is a leading provider of modular fuel storage solutions, making a positive impact in the US, Canada, UK, Europe, and the Middle East. Our dedication to responsive fuel solutions and commitment to customer satisfaction have fueled our significant growth.
We pride ourselves on having a great culture that values Teamwork, Openness, Passion, Integrity, and Celebrating Success. Attracting and retaining talented individuals is crucial to our success. Our Values guide the way we interact with one another and our customers, and we work together as a cohesive team to achieve our goals. Our great culture is a major contributor to our continued growth and success.
Don’t believe us? We’re proud to be a certified Great Place to Work across all locations! See what our team say about working for Western here - https://western-global.com/en/about/careers/
What will you be doing as our Technical Support Representative:
Warranty/Returns/Freight Claims
- Act as the primary point of contact for warranty-related matters, ensuring customer expectations are met.
- Collaborate with customers and vendors to provide exceptional warranty assistance.
- Determine the validity of product warranties and proactively address potential issues.
- Manage returns of Western Global products and parts.
- Work with the Technical Sales and Support Lead to resolve freight claims disputes.
Troubleshooting
- Provide comprehensive support for product diagnosis and prompt issue resolution through various communication channels (telephone, online chats, email).
Product Support
- Offer expert advice on tanks, parts, and accessories, providing accurate part numbers to team members and customers.
- Collaborate with the Technical Sales and Support Lead to understand applications and guide customers effectively.
Service Work
- Coordinate with internal and external service providers to arrange on-site support for customers.
- Schedule and manage service work, including repairs, pressure testing, and installations.
Customer Satisfaction
- Deliver timely and effective technical support to enhance overall customer satisfaction.
- Contribute to repairing and improving customer relationships through dedicated product support.
Administrative
- Process warranty claims and sales orders accurately and efficiently.
- Track returns of Western Global products and parts.
- Utilize NetSuite to build comprehensive cases for warranty claims, product failures, and freight claims.
- Generate NCR reports to identify areas for improvement.
What we are looking for in our Technical Support Representative:
- Proven working experience in a technical role similar in nature
- Basic understanding of electrical systems and voltages (AC/DC)
- Good standard of IT capability e.g. Microsoft Outlook & Word
- Excellent analytical, problem-solving, and attention to detail skills.
- Confident and effective verbal and written communicator.
- Strong organizational and multitasking abilities.
- Background in a technical environment (e.g., engineering, automotive, oil/gas).
- Familiarity with pump systems in the oil and gas industry.
- Experience in on-site and remote troubleshooting.
- Willingness to travel up to 5%.
- Experience in customer support with previous use of a CRM tool, ideally NetSuite.
What can we offer you in return for your talents?
We offer a market competitive pay and benefits program, as well as opportunities for advancement, knowledge and skills development, and recognition of achievements. In addition, we offer the following benefits to our employees:
- Medical, Dental & Vision Insurance.
- Generous Holiday & Vacation Program, offering 20 days per year.
- Life Insurance.
- Short-Term & Long-Term Disability Plans.
- Opportunities for professional growth and career advancement.
- Flexible Spending Accounts.
- Annual Salary Reviews and Bonus.
- Supportive work environment fostering teamwork, openness, and integrity.
Our professional culture, our dedication to our employee-partners and career opportunities - these are just a few benefits we’re proud to offer. Our employee-partners know every job is critical, and that teamwork drives innovation. Let’s talk about how you’ll fit into our team and how your hard work will be recognized through competitive pay, world-class benefits and ongoing career development.
Ready to get started?
Western Global is growing, apply to join our successful team today!
Western Global is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, color, religion, national origin, gender, sexual orientation, gender identity, disability, military/veteran status or other characteristics protected by law.
