Technical Support Specialist

Ipsen International Inc • Cherry Valley, IL

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About The Position

The Technical Support Specialist is responsible for providing technical support for all Ipsen customers. This position is responsible for troubleshooting issues and assisting Field Service Engineers and Ipsen customers with mechanical, software, and hardware failures, and user related questions. The Technical Support Specialist must exercise good judgment and technical expertise to determine the source of the problem and the most appropriate way to resolve.

Requirements

• High School Diploma or equivalent required coupled with formal post HS training, course work, certifications and/or apprenticeship training. Associates or Bachelor's degree in a technical field strongly preferred.
• 4 + years related technical experience required.
• Experience with troubleshooting, repair, and maintenance practices of vacuum furnace heat treating equipment preferred.
• Ability to keep a professional attitude and demeanor when working with customers, either on the phone or in the field.
• Ability to understand and troubleshoot vacuum furnaces issues relating to mechanical and electrical faults.
• Ability to operate effectively in a multi-tasking, dynamic environment, while maintaining a forward thinking and customer-first attitude.
• Possess experience working with robust CRM systems (EX: Sales Force Service Cloud) preferred.
• Ability to use MS Office suite of programs (Excel, Word, Outlook, etc.).
• Ability to speak clearly & confidently about Ipsen vacuum furnaces, repair recommendations, and interact with technical customers via email, phone, or via chat functions.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Requires the ability to function as a team member and contribute to group goals.

Responsibilities

• Serve as the primary contact for technical support related questions/actions coming from the field by either service personnel or direct from customers.
• Manages incoming calls, often at times outside standard office hours, and ensures timely follow up response through conclusion of issues is priority to ensure customer satisfaction.
• Take ownership of support requests seeing them through to resolution.
• Utilize troubleshooting guides, bulletins, and other information to assist with resolving issues.
• Complete detailed reports listing technical assistance requests creating documentation to assist internal staff and customers to better understand troubleshooting of products and features via CRM and other programs.
• Prioritize and manage multiple priorities at one time, while quickly determining if issues are more complex and escalate as appropriate.
• Assist sales department with technical questions and requests in a prompt and professional manner.
• Generate sales leads and revenue through upgrades, support sales with new ideas.
• Represents Ipsen Customer Service relative to parts sales, service agreement or requirements.
• Clearly communicates with Regional Service Managers / Sales Engineers to inform them of possible service needs in their region.
• Assists with training of internal employees (Customer Service and Field Service team) as well as external customers during Ipsen U programs.

Benefits

• Day-One Benefits – Enjoy our full benefits package starting your very first day—no waiting period required.
• 401(k) with Company Match – We invest in your future with a generous 401(k) plan and company contributions to grow your savings faster.
• Paid Time Off – Recharge and take the time you need with our competitive vacation package, paid holidays and PTO.
• Tuition Reimbursement – We support your growth. Advance your education and career with our tuition assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED