Technical Support Representative jobs in Wisconsin

Description

Position Summary:

Enercon Industries is a mid-sized family company that manufactures technical equipment for a variety of industries globally. Our Induction Cap Sealers and Surface Treating equipment are among the best in the world, and we pride ourselves on being the market leader and innovation driver in our field.

Enercon’s front line support team directly supports our #1 value customer focus always. Our goal is to provide remarkable service both before and after the sale. This position plays a key role in interfacing with Enercon customers and sales network. It requires a detail-oriented professional with excellent communication skills, a strong technical aptitude with the ability to understand and develop customer solutions for surface treatment technology, applications, and equipment. Demonstrating a high level of focus for ensuring customer satisfaction and a strong degree of self-motivation is imperative for success. Our support personnel are directly responsible for resolving customer issues with equipment and applications. This position offers excellent growth opportunities into Sales or a Technicalposition.

Core Functions and Responsibilities:

Customer Technical Support

• Serves as a primary resource for incoming support related calls & emails
• Assists customers via email, text, or telephone with the diagnosis of equipment or application issues
• Works closely with application engineering & sales team to assist customers with their application needs
• Proactively follows up to confirm customer issues have been successfully resolved
• Work with customers to identify replacement parts and generate quotes

Repair Resolution & Expediting

• Owns status of support cases resulting in repairs or parts quotes to ensure successful resolution of issue
• Coordinates all customer communication as it relates to xin-house repairs of equipment
• Expedites customer approval of repair estimates

Technical Expertise

• Develops an in-depth knowledge of all Enercon products & applications
• Reads and explains drawings, photos, and wiring diagrams to customers

Team Member

• Participates in regular team meetings
• Willing to pickup & fill in for team members at any time; puts the team first
• Supports the Field Service team with trouble shooting while they are in the field
• Trains new team members

Case Management

• Leverages CRM system to accurately document customer communications
• Responsible for managing cases using Salesforce and Epicor ensuring timely closure and customer satisfaction
• Utilizes Salesforce Dashboards to meet case resolution goals/metrics

Support Documentation

• Create and update customer self-service support documents
• Identify and develop standard operating procedures and support documents for repeat issues

After Hours Support

• Participate in Enercon’s 24/7 emergency support line on a rotational basis

Secondary Responsibilities

• Assists with coordinating paid and courtesy visits into selective sales territories
• Perform other tasks as required. Responsibilities include, but are not necessarily limited to, the duties listed on this job description

Qualifications

Qualifications:

• Associate’s degree in engineering, or a related field
• 1-2 years' experience in customer service support, technical engineering support, or a related field
• Ability to decipher drawings, photos, and to learn & understand our products on a fundamental level
• Electrical experience including the ability to read and explain wiring diagrams to customers
• Experience with an ERP and CRM system required, experience with Epicor preferred
• Ability to prioritize and complete a wide array of projects while under various deadlines
• Outstanding communication skills both verbally and in writing
• Experience in plastics, packaging, or a B2B sales environment a plus
• Positionis located in the Greater Milwaukee Area. Currently considering candidates from Southeastern Wisconsin only