Technical Support Specialist - Springfield, OH - Remote

Konecranes•Springfield, OH

3d•Hybrid

About The Position

Job Position for DEMAG/R&M RESPONSIBILITIES: Assist in troubleshooting electrical/mechanical components, identify spare parts through bills of material, drawings and manuals, and resolve product warranty issues. Recommend spare parts packages based on equipment usage and applications. Communicate with distributors via telephone, e-mail, fax or face to face. Respond to inquiries of sales force and distributors relating to published data, product specifications, product applications and other technical data. Provide feedback regarding product specifications, published documents and other technical materials to appropriate departments. Continually develop technical knowledge of product offering. Provide technical assistance and participate in repair/troubleshooting activities at job sites and customer facilities – occasional travel sometimes on short notice because of critical circumstances. Prepare warranty and technical proposals for field modifications, spare parts and other services. Enter orders into MRP system and run reports to follow the orders through the entire process from entry to close. Provide feedback regarding repeated claims/inquiries based on historical data to appropriate departments. Perform other administrative work and project tasks to support the overall goals of technical/warranty support. Achieve industry leading customer service. Provide professional written and verbal communications and timely processing of proposals and claims. Maintain a high degree of clerical accuracy. Initiate efforts to create an effective team and earn the trust and respect from both customers and coworkers. Seek timely solutions to resolve unexpected problems and make significant contribution with little direction. Maintain a timely and thorough responsiveness to inquiries including but not limited to phone calls, voice mails, faxes and e-mails. Perform other duties as assigned.

Requirements

Must have well-developed communication and PC skills.
Must be able to address multiple issues at the same time.
Strong mechanical/electrical and technical knowledge required.
Associate’s degree in Engineering or equivalent required.
5-7 years experience in technical/customer service position required.
Must have demonstrated experience in solving mechanical and electrical problems.

Responsibilities

Assist in troubleshooting electrical/mechanical components, identify spare parts through bills of material, drawings and manuals, and resolve product warranty issues.
Recommend spare parts packages based on equipment usage and applications.
Communicate with distributors via telephone, e-mail, fax or face to face.
Respond to inquiries of sales force and distributors relating to published data, product specifications, product applications and other technical data.
Provide feedback regarding product specifications, published documents and other technical materials to appropriate departments.
Continually develop technical knowledge of product offering.
Provide technical assistance and participate in repair/troubleshooting activities at job sites and customer facilities – occasional travel sometimes on short notice because of critical circumstances.
Prepare warranty and technical proposals for field modifications, spare parts and other services.
Enter orders into MRP system and run reports to follow the orders through the entire process from entry to close.
Provide feedback regarding repeated claims/inquiries based on historical data to appropriate departments.
Perform other administrative work and project tasks to support the overall goals of technical/warranty support.
Achieve industry leading customer service.
Provide professional written and verbal communications and timely processing of proposals and claims.
Maintain a high degree of clerical accuracy.
Initiate efforts to create an effective team and earn the trust and respect from both customers and coworkers.
Seek timely solutions to resolve unexpected problems and make significant contribution with little direction.
Maintain a timely and thorough responsiveness to inquiries including but not limited to phone calls, voice mails, faxes and e-mails.
Perform other duties as assigned.

Benefits

Medical Plan
Dental
Vision
401k plan with a match from day one
identity theft protection
accident insurance
travel insurance
2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.
5 days of Sick Leave per year. Pro-rated the first year after 90 days of service
10 paid holidays per year