Product Support Specialist
About The Position
Door Engineering, a division of Senneca Holdings, is seeking an experienced Product Support Specialist to work onsite at its Mankato, Minnesota facility. The role assists customers with technical questions, troubleshooting, warranty claims, and sales of parts and service. The specialist responds to customer requests, prepares parts quotations, processes customer orders, resolves product and service problems, and ensures issues are corrected and customers are satisfied. The position also reviews warranty claims and returned parts. The posting describes the compensation as an annual salary and identifies the position as exempt.
Requirements
- At least 2 years of experience in a technical support-related field.
- Experience working with contractors or customers to troubleshoot problems and identify solutions.
- Strong verbal and written communication skills.
- Excellent problem-solving and technical skills.
- Ability to work with a variety of personalities and maintain composure under stressful conditions.
- Ability to locate, communicate, and document information effectively.
- Proficient typing skills and proficiency with Word, Outlook, and Excel.
- Ability to learn manufacturing/ERP systems, Salesforce/CRM, and CAD viewing programs.
Nice To Haves
- Associate degree in an engineering or technical field.
- Electrical control problem-solving skills.
- Availability to travel to customer job sites (5% to 15%).
Responsibilities
- Respond promptly and accurately to parts and service, warranty, and technical assistance requests, providing complete information.
- Generate parts quotations and process customer orders.
- Resolve product or service problems by clarifying customer concerns, complaints, or needs and determining the source of the problem.
- Identify efficient solutions to customer problems.
- Expedite corrections or adjustments personally, or ensure ownership is passed to the appropriate person.
- Follow up to confirm resolution and customer satisfaction, internally and/or externally.
- Review and process warranty claims and returned parts.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) with company match
- Three weeks of PTO
- Nine paid holidays in 2022
- Career development and tuition assistance
- Diverse, inclusive, and welcoming culture
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
