Product Support Representative

Great Plains Ventures•Wichita, KS

9d•Onsite

About The Position

The Product Support Representative is the first point of contact for Customers, Field Technicians, Distributors and GPI’s domestic and Canadian outside distribution teams. Duties include: Responding to incoming phone calls and emails to address questions regarding product selection, specifications, applications, troubleshooting product, warranty evaluation, and any other issues regarding our products and processes to ensure callers feel supported and valued.

Requirements

Excellent Customer Service Skills.
Strong Computer Skills including experience with an ERP system.
Mechanical Aptitude and willingness to learn the specific application of GPI products.
Time management skills to balance changing priorities.
Must be at least 18 years of age with a High School Diploma and/or GED.

Nice To Haves

1 – 2 years SyteLine experience.
Good attitude under stress.
Technical troubleshooting experience with similar products.
Familiar with Fuel Pumps and Flow Meters.

Responsibilities

Accountable for being logged into the Webex Contact Center each work day during assigned timetable.
Troubleshooting all GPI products and applications via phone or email.
Clear understanding regarding the use and functions of all GPI pumps, meters and accessories to assist customers and distributors in product selection and troubleshooting.
Train/Educate Distributors in product and accessory selection that will best meet the customer’s application.
Calmly work with customers and distributors to determine validity of product warranty issues.
Work with internal team members, assigned outside sales team partners, customers and distributors regarding availability of product, order status, credit status, shipment status and any other miscellaneous department issues.
Prioritize workload to meet daily goals.
Provide back-up assistance to team members when needed.
Work as a Team Player with co-workers and in conjunction with other departments.
Maintain a 6S work environment.
Follow the policies outlined in the employee handbook, including the posted work rules for GPI and conduct themselves in an ethical manner.
These job details are not designed to cover or contain a comprehensive listing of activities, duties or responsibilities of the employee. The employee may be assigned other responsibilities as required of the position.