Technical Support Specialist

IDEX • Benton Harbor, MI

17d

About The Position

GAST Manufacturing, a business unit of IDEX Corporation, designs and manufactures air-moving products for industrial manufacturing, healthcare, and environmental cleanup applications. The Technical Support Specialist troubleshoots and evaluates product and application functions, recommends product selections to Gast/JUN-AIR customers and channel partners, and communicates resolution strategies. The role responds to customer inquiries through phone, email, and web channels, supports parts and accessory purchases, enters orders through the ecommerce portal into JDE, and coordinates with teams across the business to resolve customer needs. Performance is measured using call-center metrics, email service-level agreements, and customer satisfaction surveys.

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 work in a fast-paced team environment while maintaining strong customer focus, including under pressure.
• Ability to read and interpret technical data to support customer inquiries.
• Ability to work independently, show initiative, anticipate and prevent problems, and solve complex inquiries creatively.
• Strong attention to detail, dependability, and follow-through.
• Excellent analytical, interpersonal, written, and communication skills.
• Commitment to continuous quality improvement.
• Ability to work effectively with electronic tools, including websites, Microsoft tools, email, ERP, CRM, and SolidWorks.
• Ability to manage priorities, follow instructions and management direction, and meet deadlines in a rapidly changing environment.
• Ability to work with internal and external customers to resolve issues, troubleshoot, 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 troubleshoot with customers and distributors responding to phone calls, emails, and web inquiries.
• Handle technical or product-related calls, information or crossover requests, and customer complaints.
• Assist customers who are ready to buy 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.

What This Job Offers

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