Technical Support Specialist

IDEX Corporation • Benton Harbor, MI

19d

About The Position

GAST Manufacturing, a business unit of IDEX Corporation, is hiring a Technical Support Specialist to troubleshoot and diagnostically evaluate product and application functions. The specialist recommends product selections to Gast/JUN-AIR customers and channel partners and communicates effectively to determine appropriate resolution strategies. The role supports customers through phone calls, email, and web inquiries and works with teams across the business to resolve questions and issues.

Requirements

• At least one year of demonstrated experience in internal or external customer communications, or at least two years of experience in a manufacturing environment.
• Ability to handle a fast-paced environment while maintaining a high level of customer focus, including under pressure and in a team environment.
• Ability to read and interpret technical data to support customer inquiries.
• Independent thinking, initiative, and ability to anticipate and prevent problems.
• Problem-solving ability, including finding solutions for complex inquiries.
• Strong attention to detail, dependability, and follow-through.
• Excellent analytical and interpersonal skills.
• Demonstrated commitment to continuous quality improvement.
• Ability to work effectively with electronic tools, including websites, Microsoft tools, email, ERP, CRM, and SolidWorks.
• Excellent written and verbal communication skills.
• Ability to manage priorities, follow instructions and management direction, and meet deadlines in a rapidly changing environment.
• Confidence, enthusiasm, and a positive attitude.
• Ability to work effectively with internal and external customers to resolve and troubleshoot issues and communicate unfavorable answers constructively and professionally.

Nice To Haves

• Pneumatic systems experience.
• Repair or service experience and the ability to respond effectively to customers.

Responsibilities

• Provide technical assistance and troubleshooting to customers and distributors responding to phone calls, emails, and web inquiries.
• Handle technical or product-related calls, information requests, crossover requests, and customer complaints.
• Assist customers purchasing parts, kits, and accessories; enter orders through the ecommerce portal into JDE after product selection.
• Work and communicate with sales, customer assistance, shipping, engineering, manufacturing, and quality departments to satisfy customer inquiries.
• Collaborate cross-functionally with the Customer Support team.
• Perform additional duties as assigned by the manager.
• Maintain an average call-center on-hold time of less than five minutes.
• Maintain an email customer service level agreement above 94%.
• Support customer satisfaction as measured through surveys.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed