Technical Service Specialist

WEG•Wausau, WI

About The Position

Marathon Electric has an excellent opportunity for a Technical Services Specialist. You will answer technical calls and emails dealing with post-sales troubleshooting, programming and wiring for Marathon generators.

Requirements

High School/GED
3+ years of related experience
Department procedures knowledge
Robust product and troubleshooting knowledge
Knowledge of schematics, drawings and service manuals
Demonstrated competency in complex scenarios
Knowledge to handle all levels of service issues
Knowledge to communicate clearly and effectively

Nice To Haves

Associate degree in electrical or electronics or equivalent is preferred

Responsibilities

Provides technical support to customers and end users, by phone, email or CRM with technical questions, technical drawings, or product specifications on Industrial generators.
Assists field support personnel via phone or email as needed by providing drawings and the use of available Marathon resources.
Assists the parts department on identifying parts for customers.
Track product failures for quality control purposes.
Gain a deep understanding of the customer experience, identify and fill product gaps, and generate new ideas that will help grow market share, improve the customer experience by delivering customer centric solutions.
Gather behavioral data and feedback from customers through multiple channels, including social media, customer service, customer interviews, and discover the features customers love and the roadblocks that make them frustrated.
Act as a liaison between cross collaborative teams including Sales, Quoting, Engineering, Warehouses, and the Plants, as needed.
Assists in developing standard policies and procedures, assist and support improvement initiatives and metrics with the customer in mind.
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every interaction.
Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals.
Participate in regular meetings with supervisor to offer constructive recommendations to problems, discuss opportunities and understand individual and department needs.
Records details of calls and email in technical support database.
Travel to WEG & Client locations - 15%
Other duties as assigned.