Product & Parts Support Specialist

Description

Conair, part of the IPEG Industrial Group, is a leading producer of auxiliary equipment for the plastics processing industry. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield. 

Role

The Product & Parts Support Specialist is responsible for providing both “first touch” or "second touch" support to Conair customers. You will answer phones, chats, and emails, log incoming requests, and provide both Parts and Service support, such as opening customer support cases in Salesforce, steering customers toward known solutions, supplying product documentation, and completing customer quotations and parts order entry. You will also repair Conair equipment and may travel to customer sites periodically to troubleshoot or service equipment. You will have a recognized understanding of at least one product line, acting as a "pass up" resource for issues from Customer Care Reps as needed. In-depth issues will be properly forwarded to Service and Parts Specialists. You will act as a backup to the Customer Care Coordinator, administering the schedule for service activities when needed. This position reports to the Service Manager and is located in Franklin, Pennsylvania.

Duties and Responsibilities 

• Perform customer parts quotes and order entry via phone, fax, and e-mail; work with customer web portals; 
• Proactively follow up on open cases, contacting customers to verify resolution or provide additional support as needed, with a proven outcome of reducing case open times.
• Provide basic and intermediate product support for customer inquiries received via e-mail, telephone and chat.  Basic support would include diagrams, manuals, spec sheets, and knowledge articles. Intermediate support would include troubleshooting service issues. 
• Leverage existing documents to quickly and accurately diagnose customer issues, along with fully documenting 
• the problem description, actionable items discussed with the customer and final resolutions in the Salesforce SMS;
• Travel to customer sites occasionally to perform basic service tasks;
• Verify, maintain, and update as necessary customer account information such as address changes, warranty installed products, and contact information in the Salesforce SMS;
• You can act as a backup to the Customer Care Coordinator, capably administering the schedule for service activities when needed;
• Direct customer inquiries for all internal and external customers, service technicians, and sales groups to the appropriate resource in the Service department or Parts department. This activity requires screening, appropriation of correct files, documentation, serial number, etc.;
• Able to serve as a backup to a Product Support Specialist on one product line;
• Able to close at least 30% of incoming issues without passing to a Specialist.

Requirements

• Associate or Bachelor’s degree in Engineering Technology (or related field) and/or ten (10) years of direct work experience without formal education;
• Position typically expects ten (10) or more years of direct/relevant technical experience with a degree, and ten (10) or more years technical experience without a degree;
• Has demonstrated solid mechanical aptitude when solving basic problem issues;
• Experience with SAP ERP system;
• Proficient with Microsoft Office software including Outlook, Excel and Word;
• Operation and application knowledge of Conair equipment that allows troubleshooting of basic and intermediate level support issues;
• Be an example to the Customer Response team in attitude, appearance, conversation, and quality of work; 
• Proven history of a positive attitude and in fostering a continuous improvement environment.  

The IPEG Industrial Group is a family of leading brands serving the global plastics, recycling and industrial heat transfer markets. IPEG, Inc. is a corporate entity which provides best-in-class manufacturing and business support services to its brands in order to create a competitive advantage for each of the brands to drive better solutions for customers. 

At IPEG, we focus on two things: Customers and Employees. And we have a saying that if we do right by both of them, everything else takes care of itself. We have formalized this into IPEG’s Purpose: To foster excellence and inspire confidence in our customers and employees. 

IPEG offers an outstanding compensation and benefits package including profit sharing, bonus plans, 401(k) with company match, medical insurance, dental, vision, life insurance, short- and long-term disability, health club reimbursement, tuition reimbursement, employee assistance, wellness program and employee referral bonus program. 

IPEG, Inc. is an Equal Opportunity Employer (EOE) and offers employment opportunities to all qualified persons regardless of race, color, religion, sex, age, national origin or ancestry, physical or mental disability (except where physical or mental abilities are a bona fide occupational requirement), veteran status, marital status, familial status, sexual orientation, HIV-positive status, possession of the sickle cell trait, genetic characteristics, political views, and any other basis protected by federal, state or local laws. 

Salary : $63,500 - $80,400