Enercon Industries
Technical Support Representative
Enercon Industries, Germantown, Wisconsin, United States, 53022
Job Details
Job LocationGermantown Plant - Germantown, WI
Position TypeFull Time
Education Level2 Year Degree
Travel PercentageNegligible
Description
Great opportunity for a customer focused professional with technical expertise to join our team and help our customers solve application & equipment issues with their induction cap sealing and surface treating operations. You'll be fully trained on how to quickly diagnose and troubleshoot electrical, mechanical & application issues by our industry leading experts, & be empowered with our advanced knowledge base. Enercon prides itself on providing exceptional customer support with representatives who excel in communicating & being responsive to our customers' phone calls, emails & live chat inquiries. Join our family-owned company as we celebrate our 50th year in business with the grand opening of our New Corporate Headquarters in Germantown, Wisconsin. We offer a friendly work environment, profit sharing, bonus program and opportunities for career advancement.
Core Functions and Responsibilities:
Customer Technical SupportServes as a primary resource for incoming support related calls & emailsAssists customers via email, text, or telephone with the diagnosis of equipment or application issuesWorks closely with application engineering & sales team to assist customers with their application needsProactively follows up to confirm customer issues have been successfully resolvedWork with customers to identify replacement parts and generate quotesRepair Resolution & Expediting
Owns status of support cases resulting in repairs or parts quotes to ensure successful resolution of issueCoordinates all customer communication as it relates to in-house repairs of equipmentExpedites customer approval of repair estimatesTechnical Expertise
Develops an in-depth knowledge of all Enercon products & applicationsReads and explains drawings, photos, and wiring diagrams to customersTeam Member
Participates in regular team meetingsWilling to pickup & fill in for team members at any time; puts the team firstSupports the Field Service team with trouble shooting while they are in the fieldTrains new team membersCase Management
Leverages CRM system to accurately document customer communicationsResponsible for managing cases using Salesforce and Epicor ensuring timely closure and customer satisfactionUtilizes Salesforce Dashboards to meet case resolution goals/metricsSupport Documentation
Create and update customer self-service support documentsIdentify and develop standard operating procedures and support documents for repeat issuesAfter Hours Support
Participate in Enercon's 24/7 emergency support line on a rotational basisSecondary Responsibilities
Assists with coordinating paid and courtesy visits into selective sales territoriesPerform other tasks as required. Responsibilities include, but are not necessarily limited to, the duties listed on this job descriptionQualifications
Associate's degree in engineering, or a related field1-2 years' experience in customer service support, technical engineering support, or a related fieldAbility to decipher drawings, photos, and to learn & understand our products on a fundamental levelElectrical experience including the ability to read and explain wiring diagrams to customersExperience with an ERP and CRM system required, experience with Epicor preferredAbility to prioritize and complete a wide array of projects while under various deadlinesOutstanding communication skills both verbally and in writingExperience in plastics, packaging, or a B2B sales environment a plusPositionis located in the Greater Milwaukee Area. Currently considering candidates from Southeastern Wisconsin only
Job LocationGermantown Plant - Germantown, WI
Position TypeFull Time
Education Level2 Year Degree
Travel PercentageNegligible
Description
Great opportunity for a customer focused professional with technical expertise to join our team and help our customers solve application & equipment issues with their induction cap sealing and surface treating operations. You'll be fully trained on how to quickly diagnose and troubleshoot electrical, mechanical & application issues by our industry leading experts, & be empowered with our advanced knowledge base. Enercon prides itself on providing exceptional customer support with representatives who excel in communicating & being responsive to our customers' phone calls, emails & live chat inquiries. Join our family-owned company as we celebrate our 50th year in business with the grand opening of our New Corporate Headquarters in Germantown, Wisconsin. We offer a friendly work environment, profit sharing, bonus program and opportunities for career advancement.
Core Functions and Responsibilities:
Customer Technical SupportServes as a primary resource for incoming support related calls & emailsAssists customers via email, text, or telephone with the diagnosis of equipment or application issuesWorks closely with application engineering & sales team to assist customers with their application needsProactively follows up to confirm customer issues have been successfully resolvedWork with customers to identify replacement parts and generate quotesRepair Resolution & Expediting
Owns status of support cases resulting in repairs or parts quotes to ensure successful resolution of issueCoordinates all customer communication as it relates to in-house repairs of equipmentExpedites customer approval of repair estimatesTechnical Expertise
Develops an in-depth knowledge of all Enercon products & applicationsReads and explains drawings, photos, and wiring diagrams to customersTeam Member
Participates in regular team meetingsWilling to pickup & fill in for team members at any time; puts the team firstSupports the Field Service team with trouble shooting while they are in the fieldTrains new team membersCase Management
Leverages CRM system to accurately document customer communicationsResponsible for managing cases using Salesforce and Epicor ensuring timely closure and customer satisfactionUtilizes Salesforce Dashboards to meet case resolution goals/metricsSupport Documentation
Create and update customer self-service support documentsIdentify and develop standard operating procedures and support documents for repeat issuesAfter Hours Support
Participate in Enercon's 24/7 emergency support line on a rotational basisSecondary Responsibilities
Assists with coordinating paid and courtesy visits into selective sales territoriesPerform other tasks as required. Responsibilities include, but are not necessarily limited to, the duties listed on this job descriptionQualifications
Associate's degree in engineering, or a related field1-2 years' experience in customer service support, technical engineering support, or a related fieldAbility to decipher drawings, photos, and to learn & understand our products on a fundamental levelElectrical experience including the ability to read and explain wiring diagrams to customersExperience with an ERP and CRM system required, experience with Epicor preferredAbility to prioritize and complete a wide array of projects while under various deadlinesOutstanding communication skills both verbally and in writingExperience in plastics, packaging, or a B2B sales environment a plusPositionis located in the Greater Milwaukee Area. Currently considering candidates from Southeastern Wisconsin only