Field and Technical Support Specialist

ZAH Group • Lincolnshire, IL

79d • $31 - $38

About The Position

The Field and Technical Support Specialist provides field research and technical support to our customers. This position will coordinate field product research including site visits and voice-of-customer (VOC) groups. This position will also be responsible for providing technical support to our customer through e-mail and phone.

Responsibilities

• Perform all field activities and requirements as they relate to the new product development and VOC research processes.
• Provide product support and customer/consumer assistance via email, telephone, written or other methods of communication for Klein-branded mechanical tools. Maintaining Zen Desk database with data entry regarding contact person, problem inquiry, resolution and any action steps taken.
• Assist all departments as necessary with specific knowledge, industry insight and access to job sites for various needs ranging from tool use observation, photography and video of tools in use, product design, engineering and management learning as it relates to product development and competitive assessments.
• Prepare and participate in New Product Phase Approval presentations with Product Management by providing field research, tool usage information and general knowledge to help executive team better understand the projects.
• Communicate customer suggestions for product enhancements to the development team.
• Communicate product quality issues to the corporate quality team.
• Perform other duties as required.

Benefits

• Paid Vacations & Holidays
• Profit Sharing & Matching 401(k)
• Health Insurance (Medical, Vision, & Dental)
• Discounts on Klein Tools products
• Education and Professional Development Assistance

What This Job Offers