Technical Advisor

Description Summary Under the direction of the Field Technician Supervisor and in concert with corporate and department goals, the Technical Advisor is a customer-focused individual that has strong attention to detail and problem-solving ability to best serve our dealers, customers, installers and work closely with our parts and service team to provide top-level support. The Technical advisor is responsible for responding to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers and Installers for technical support and troubleshooting of all PFlow Vertical Reciprocating Conveyor (VRC) product lines in accordance with company procedures and policies and codes, regulations and best practices. Maintaining customer relationships is key as well as protecting Pflow's reputation as the leader in VRC quality and service. The primary focus for this role will be to support the Parts Department and provide documentation and analysis for Warranty. Essential Duties and Responsibilities This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. Primary Responsibilities Receives and responds to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers and Installers for technical support and troubleshooting of all PFlow products, recommending upgrades when needed, with a sense of urgency. Provide technical support to the Parts - CSR's to resolve product or service requests regarding parts orders or technical inquiries by looking up part information to determine if parts were missed in shipment or on back order. Work closely with Parts - CSR's to determine parts needed by researching and combing through bills of material. Provide troubleshooting assistance to diagnose technical issues and walk customers through the steps needed to fix various problems and provide support to dealers/installers on installation inquiries. Resolve technical parts inquiries via telephone, email and internal communications by various methods. Enter, review and process warranty-claims for products. Follow-up on pending warranty claims to bring resolution. Work with Service Manager to identify root causes of warranty errors and document, track and maintain data in ERP system. Alerts Product Support Manager of any concerns or issues and assists in the resolution as directed Provides telephone and on-site assistance and training to Customer Support Representatives, Field Service Technicians, Regional Sales Managers and other internal personnel for customer support and education Participates as a member of company committees, projects and team meetings as needed Exemplifies PFlow Values in all interactions Works safely and follows all company safety rules Primary focus of all business-related efforts is, and must remain that of promoting excellence in all PFlow products Collaborate with internal departments including but not limited to manufacturing, sales, engineering and purchasing to assist in process improvement. Providing training to Product Support Team and recommend improvements to streamline processes and efficiencies as directed Develop and maintain a thorough knowledge of all company products, parts, policies and procedures. Take on projects or other assignments as needed. Qualifications Requires technical knowledge of mechanical, electrical, hydraulic, variable frequency drives (VFDs) and Programmable Logic Controllers (PLCs) components Requires the ability to read and comprehend engineering drawings, schematics, component specifications, service, installation and owner manuals Excellent communicator with a high level of customer service skills and commitment to resolving problems. Self-motivated and have a proactive approach to their work and their ability to work to targets and deadlines. Organized, methodical with an eye for detail. Requires the ability to learn and understand the Pflow product line, their components and the interactions between product components Requires computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) Requires knowledge of ERP systems and the ability to become fluent in Epicor M2K Requires excellent research and problem-solving skills and the ability and desire to participate in the development and implementation of practical solutions Requires excellent external and internal customer service skills Requires excellent communication skills and fluency in English to effectively relay verbal and written information in an effective, tactful and diplomatic manner Requires self-motivation and the ability to work independently and as part of a team Requires the ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high-quality detail work Requires the ability to use basic office equipment: fax, voicemail, copier, calculator, etc. Requires the ability to travel occasionally within and outside of the U.S. by air and/or ground transportation