The Technical Support Representative is primarily an inside position with minimal, if any travel required. Duties will include all aspects of customer service, tech support, and sales activities. The ideal candidate will have a strong technical background in process instrumentation and controls and be willing and able to quickly and accurately analyze, diagnose, and solve technical applications and problems. A can-do attitude, creative problem solving skills, and a ‘glass half full’ outlook are a plus.ResponsibilitiesInterface with customers and outside sales channels via telephone, email, and, at times, in person, to ensure timely and accurate technical customer service & support.Assist outside sales representatives to prepare quotations and proposals as well as in the resolution of customer inquiries, concerns, or other issues, technical or otherwise.Assist in the management and coordination of special projects between internal departments, sales, and the customer. Experience in project management a plus.Process customer purchase orders.Always be on the alert for opportunities to proactively promote the company’s products and services to new prospects as well as existing customers.Assist the sales and marketing teams to define and create new application notes, videos, and other sales and marketing tools and collateral for the company’s products and services.Conduct and/or assist in factory training sessions for customers, sales representatives and other sales personnel, and factory personnel, as necessary.QualificationsBachelor’s degree in a technical discipline (electrical, hydraulic, process control, etc) or equivalent experience in related field is preferred.Minimum of five (5) years of inside or outside technical product and application support dealing with direct customers, sales representatives, distributors, OEM’s and other customers.Field sales experience a plus.Professional written and oral communication skills and proper phone etiquette required.Ability to work effectively with others in antagonistic situations using appropriate interpersonal skills and methods to reduce tension or conflict.Effective listening skills.Willingness and ability to cooperate with others.Willingness and ability to work in a small office environment, multi-task, and adjust effectively to new work structures, processes, or other requirements.Working knowledge of:CRM databases, MS Office Suite, social media, internet.Computer software, operating systems, hardware, peripherals, and related equipment.Industries and markets served by the companyProducts and services provided by the companyIndustrial instrumentation and related applications, network communication methods, communication protocols, wireless networks, etc, preferred.
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