Technical Service Specialist

Marathon Electric•Wausau, WI

About The Position

Since 1913, Marathon Electric has been dedicated to providing customers with quality motors and generators for targeted applications. Marathon Electric became part of WEG Group in 2024. Founded in 1961, WEG is a global electric-electronic equipment company, operating mainly in the capital goods sector with solutions in electric machines, automation, and paints for several sectors, including infrastructure, steel, pulp and paper, oil and gas, and mining, among many others. WEG stands out in innovation by constantly developing solutions to meet the major trends in energy efficiency, renewable energy, and electric mobility. With manufacturing units in 12 countries and present in more than 135 countries, WEG has more than 40,000 employees worldwide. About the role: 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
Robust product and troubleshooting knowledge, required.
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.
3+ years of related experience.

Nice To Haves

Associate degree in electrical or electronics or equivalent is preferred.
Department procedures.

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.
Assists the parts department on identifying parts for customers.
Other duties as assigned.