Tech Support Representative

Fill-Rite Technical Support Representative

Job Summary:

As a Fill-Rite Technical Support Representative, you will play a crucial role in providing technical assistance and support to customers who use fuel transfer pumps manufactured by our company. Your primary responsibility will be to resolve customer inquiries and issues related to the operation, installation, maintenance, and troubleshooting of our products. You will leverage your technical expertise to deliver excellent customer service, ensuring customer satisfaction and retention. This position requires a strong mechanical aptitude, exceptional problem-solving skills, and a customer-focused mindset.

Responsibilities:

Customer Support:

Respond promptly and professionally to customer inquiries via phone, email, or other communication channels.

Provide technical assistance to customers regarding the installation, operation, maintenance, and troubleshooting of fuel transfer pumps.

Identify and assess customer needs, guiding them in the selection of appropriate products or solutions.

Effectively manage and prioritize multiple customer cases to ensure timely resolution.

Troubleshooting and Issue Resolution:

Diagnose and troubleshoot technical issues reported by customers, utilizing product knowledge and resources to identify root causes.

Guide customers through step-by-step procedures to resolve problems, offering clear and concise instructions.

Collaborate with customers to troubleshoot and resolve complex technical issues, escalating cases as necessary to higher levels of technical support or engineering teams.

Document customer interactions, including issue details, troubleshooting steps, and resolutions, in a clear and organized manner.

Product Knowledge and Training:

Maintain a deep understanding of our fuel transfer pump products, their specifications, features, and functionalities.

Stay updated with product upgrades, enhancements, and new releases to effectively address customer queries.

Conduct training sessions or develop technical documentation to educate customers on product usage, installation, and maintenance best practices.

Collaboration and Feedback:

Collaborate with internal teams such as engineering, product management, and sales to address customer concerns, provide feedback on product performance, and contribute to product improvement efforts.

Provide insights and recommendations based on customer feedback and market trends to enhance product usability and customer experience.

Continuous Improvement:

Identify opportunities to streamline and improve customer support processes, suggesting initiatives to enhance efficiency and effectiveness.

Stay updated on industry trends, technologies, and competitor products, sharing knowledge with the team to drive continuous improvement.
Requirements:

• High school diploma or equivalent; additional technical certifications or qualifications are a plus.
• Proven experience in a technical support role, preferably in the manufacturing industry, specifically dealing with fuel transfer pumps or related equipment.
• Strong mechanical aptitude and understanding of pump systems, fluid dynamics, and related components.
• Excellent troubleshooting and problem-solving skills, with the ability to analyze and resolve complex technical issues effectively.
• Exceptional customer service and communication skills, with the ability to explain technical concepts clearly to non-technical customers.
• Detail-oriented with excellent documentation skills to maintain accurate and organized records of customer interactions.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Proficiency in using CRM software, ticketing systems, and other customer support tools.
• Willingness to stay updated on industry trends, product knowledge, and new technologies.

Job Type: Full-time

Pay: $50,000.00 - $53,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift
• Day shift
• No weekends

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Education:

• High school or equivalent (Required)

Experience:

• Technical Support: 2 years (Required)
• CRM, ticketing systems or other customer support tools: 1 year (Required)

Work Location: In person

Salary : $50,000 - $53,000