As a Technical Support Specialist (TSS), you will be a primary face of the company, functioning as an essential technical liaison between a customer and our team of Estimators, Sales and other inside staff. The ideal candidate should have a strong passion for customer satisfaction and sales, possess excellent communication skills, understanding of manufacturing principles and be able to work in a fast-paced environment. The best TSS’s are genuinely excited to help customers. TSS’s can put themselves in their customers’ shoes and advocate for them.
JOB REQUIREMENTS:
- Occasional local/regional travel to customer locations and industry trade shows.
- Participate in all continuous improvement programs by offering suggestions and initiatives in areas within direct control.
- Adhere to company policies and state and federal laws and regulations relating to employment, including promoting a workplace free of discrimination and harassment.
- Daily safety conscious work effort. Notify management of any product discrepancies or equipment malfunctions, and or personal injuries.
- Ability to successfully pass a post-offer background check, physical and drug screen.
- Ability to use appropriate analysis, judgment, and logic when solving problems and making decisions.
- Exhibits independent thinking and sound judgment, accompanied by proven problem-solving aptitude.
- Be an active listener who can show empathy and patience in a non-scripted environment.
- Excellent interpersonal skills, including the ability to interact with team members and managers/supervisors.
- Excellent time management with strong organizational skills and attention to detail.
- Demonstrated knowledge and/or experience within metal fabrication contract manufacturing is required.
- Advanced written and oral communication skills.
EDUCATION AND WORK EXPERIENCE:
- High School Diploma and a minimum of 4-year prior experience in a customer facing role.
- Formal sales/customer service training (i.e. Sandler etc.) is preferred.
- Minimum 5-years’ experience in a manufacturing field(s) pertaining to tooling, machining or fabrication.
- Must be able to read and interpret blueprints. Ability to translate blueprints to non-technical audiences.
- GD&T training and experience is preferred.
- Proficient computer skills, including Microsoft products is required.
- SalesForce and JobBoss experience is preferred. CADD experience is a plus.
PHYSICAL DEMANDS/ENVIRONMENTAL CONDITIONS:
The successful candidate will be expected to complete work tasks in an office environment (using computer, phone and other office equipment) or a similarly appointed workspace at home with approval to participate in AccroTool’s Hybrid Work Policy. The noise level in the work environment is typical of that of an office. The employee is regularly required to sit and communicate effectively; frequently required to use repetitive hand motion, handle or feel, and to infrequently stand, walk, reach, bend or lift up to 20 pounds. On occasion, the candidate may be called to consult on the factory floor. In these instances, he or she must wear the required PPE i.e., safety glasses, safety toe boot/shoe. The employee must be able to perform the physical demands of the job with or without reasonable accommodation.
JOB DUTIES:
- The Technical Support Specialist will interact with the company’s customers by addressing inquiries and resolving complaints; when the issue is beyond the TSS’s knowledge, they will engage other appropriate staff.
- Educate customers and assist in troubleshooting. Parlay technical information into learning opportunities to be shared among the Sales Operations team members.
- Utilize problem-solving skills and abilities to understand and address customer issues and concerns.
- Outbound calls to current customers to address issues, when needed.
- Ability to determine root causes and communicate them to the organization pertaining to customer issues.
- Provide value-added solutions to our customers’ unique situations, based on experience, sound research and data analysis.
- Provide technical assistance to the Sales team in the analysis and interpretation of job documents during the design, estimating and proposal phase.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Follow-up on quotes to the customer and expedite orders.
- Build strong relationships with customers by understanding their business needs. Ensures that appropriate actions are taken to resolve customer problems and concerns.
- Communicate with customers via phone, email and occasional visits, assisting them with their inquiries.
- Follow department standard operating procedures (SOP’s) as needed in conformance with AccroTool Quality Management System (AQMS) and ISO standards.
- When requested, assist outside sales and current customers to develop a strategic plan to gain additional business.
- Report to management on customer service metrics, opportunities, and threats. While working closely with customers, discern and share insights learned, with Sales Operations Manager, that have the potential to enable growth opportunities with said customer.
- Collaborate closely with Estimating, Planning and Outside Sales to streamline the inside sales process.
- Partner with Production, Planning, Quality and Shipping to ensure a seamless customer journey, share best practices, and identify opportunities for process optimization, leading to increased customer satisfaction and sales success.
- Ensure accurate and complete information is captured in the Customer Relationship Management (CRM) system.
- Evaluate new product/part manufacturability and successfully hand-off the job to be quoted accordingly.
- Excellent verbal and written communication skills; self-motivated and results-oriented; able to set and meet specific goals and performance deliverables.
- Approach all current and future customers with an attitude of building long-term relationships.
- Be aware of and actively sustain AccroTool’s reputation through adherence to quality standards and have the ability to identify and offer a summary-level overview regarding defects in products.
- Must have a willingness and flexibility to adapt to changing business needs, schedules, and deadlines. Customers will be responded to in a timely and expeditious manner. In the absence of complete and final answers/replies to inquiries, the Representative will offer regular updates on the status of the inquiry until the case is closed.
- Perform other essential duties as assigned in support of operational success.
JOB LOCATION:
New Kensington, PA
CONTACT INFORMATION:
General inquiries can be sent to [email protected]
BENEFITS:
Competitive benefits available the 1st of the month following 30-days of employment. Benefits include Medical, Dental, Vision, no-cost life insurance, 401(k) with employer match and generous paid time off allowance.
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