Technical Services Support Specialist

Parker • Long Beach, CA

5d • $100,300 - $159,400

About The Position

Parker Hannifin - Bioscience & Water Filtration Division located in Carson, CA, is seeking a Technical Services Support Specialist to coordinate the resolution of technical issues with internal and external customers. This role Interacts with manufacturing, engineering, accounting and customer service personnel as well as other technical support and technical services team members. This role directly supports the sales team and interacts with customers at multiple levels.

Requirements

• Bachelor's Degree, preferably in a science or engineering discipline, preferred.
• Minimum five (5) years of experience in technical service/customer support or call center capacity.
• Good organizational, analytical and interpersonal skills (written and oral).
• Technical aptitude and experience for mechanical and chemical applications.
• Influence on decision-making process.
• Ability to read a technical drawing.
• May include up to 30% travel for customer visits, training and personal development opportunities.
• Working knowledge of general Sales, Marketing and Business functions.
• thorough knowledge of warranty and maintenance agreements, industry practices, regulations, and policies.
• Knowledge of legal and regulatory requirements related to government procurement.
• May require knowledge of international trade and export requirements.
• Ability to effectively assess, lead, and implement continuous improvement in critical and/or high-impact areas.
• Proficient with standard business application software and specialized data analysis or materials systems (e.g. electronic data interface (EDI) or manufacturing resource planning (MRP) systems).
• Ability to work on a variety of problems of diverse scope and complexity where analysis and evaluation of various outcomes require tradeoffs; solve a wide range of difficult problems in imaginative and practical ways; evaluate alternative solutions that may require coordination across multiple teams.
• Ability to establish goals and objectives to complete projects.
• Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures.
• Ability to respond to significant inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to negotiate effectively to obtain best prices and terms on repairing, replacing, and delivering products and services.
• Ability to effectively communicate and present information to team members, team leaders, customers, and top management.
• Ability to effectively demonstrate team member competencies and participate in goal setting, performance feedback, and self-development activities.

Responsibilities

• Identifies technical solutions to satisfy customer issues while maximizing the commercial interest of Parker.
• Responds to inquiries from distributors, OEM customers and end users with a wide range of product and applications questions or requests.
• Liaisons with appropriate team members to authorize warranty repairs, solicit customer purchase orders for non-warranty repairs and informs customers of installation issues that need to be rectified for proper operation of the product.
• Liaisons with Manufacturing and Engineering Departments on matters regarding product performance, product design and product quality.
• Provides input in new product design and development.
• Supports Accounting Department in confirming disposition of credit for returned product.
• Supports Customer Service Department in technical matters beyond the scope of the Customer Service Representative function.
• Assists in the training of new Territory Managers, new Customer Service Representatives and new Applications Engineers.
• Develops methods to capture technical knowledge and store it in retrievable electronic format.
• Investigates and resolves claims or complaints by collecting and analyzing information.
• Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning invoices or billing discrepancies; research account histories to assist in collection activities
• Determines the need for amendments or extensions to warranty or service agreements.
• Determines when customer requested changes are out-of-scope.
• May confer with management regarding customer credits and precedent-setting decisions.

Benefits

• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost.
• 401(k) Plan with company matching contributions at 100% of the first 5% of pay.
• Company provided defined-contribution retirement plan with annual contribution equal to 3% of pay.
• Career development and tuition reimbursement.
• Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.
• Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
• Paid Time Off and Company-Paid Holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level