Technical Sales Support Representative

ITT Inc. - English US•Seneca Falls, NY

8d•$58,400 - $87,200

About The Position

The Technical Sales Support Representative is responsible for customer satisfaction related to orders, delivery performance, and quality. The role manages a designated geographic or account-based territory and serves as the primary point of contact for value-stream orders. It oversees assigned order activity, excluding project-level orders released to the factory for scheduling; individual order values do not exceed $150,000. The representative acts as a liaison among sales, distribution, customers, materials, production, and contract administration, and provides customer feedback to internal stakeholders. The role works with order entry, scheduling, engineering, purchasing, document coordinators, materials, manufacturing, quality assurance, and traffic. It communicates order updates and schedule information, supports order accuracy and fulfillment, identifies and escalates delivery risks, and collaborates with internal teams to maintain service expectations and a positive customer experience. It also identifies opportunities to improve efficiency and performance within the customer service function.

Requirements

A four-year degree in a business or technical curriculum and one year of technical or sales experience; or a two-year degree in a business or technical curriculum and two to five years of experience; or a high school degree and six or more years of experience.
Strong interpersonal abilities that foster positive working relationships.
Exceptional customer service skills, with a focus on responsiveness and support.
Proficiency in Microsoft Office applications.
Outstanding verbal and written communication skills.
Highly effective follow-up capabilities.
Strong organizational skills and excellent time management.
Mechanical aptitude and ability to gain product knowledge.
Strong negotiation skills.
Familiarity with domestic shipping terms and conditions.
Understanding of procurement processes.
Knowledge of company structure and organizational processes.
Ability to understand and anticipate individual end-user needs.
Ability to perform well in high-pressure environments.
Team-oriented, quick-learning, self-starting, and goal-driven approach.

Nice To Haves

Demonstrated capability with ERP and Work Bench systems.

Responsibilities

Manage a designated geographic or account-based territory as the primary point of contact for value-stream orders.
Oversee order activity within the assigned scope, excluding project-level orders; individual order value will not exceed $150,000.
Provide timely, comprehensive communications to sales, distribution, and customers about schedule requests and order updates, primarily through Work Bench and email.
Maintain data integrity in AS400 in collaboration with sales, distribution, customers, and operations to support accurate On-Time Performance metrics.
Work with operations to understand shipment timing and customer-driven delays.
Coordinate with sales, distribution, customers, and manufacturing to meet customer requirements while maintaining operational flow and procurement efficiency.
Develop and use follow-up processes to complete open status report requests accurately and on time.
Proactively manage customer witness hold points to help achieve customer-required dates.
Negotiate required dates with operations and advocate for customer needs related to testing.
Obtain shipment weights and dimensions when required.
Provide shipment tracking details.
Work with contract administration on FOCI/FOCN requests.
Coordinate and facilitate meetings with sales, distribution, and customers.
Identify opportunities to improve efficiency, streamline processes, and elevate customer service performance.
Collaborate cross-functionally to support operational alignment, service-level expectations, and a high-quality customer experience.