Inside Sales / Technical Support

Description

JOB PURPOSE or JOB SUMMARY:

The Inside Sales/Technical Support Representative provides customer support by responding to inquiries, requests for quotes, order entry, answering questions on common product lines, providing updates on existing and escalated orders. This position will also support Customer Service Representatives with technical questions.

Contributes to a positive working culture, builds strong relationships, and lives out the values of integrity, collaboration, and accountability.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Interact extensively with customers to clarify their needs, research, and recommend parts
• Act as technical resource for sales and customer service team providing product training as needed
• Responsible for specifying products and solutions that meet or exceed the customer requirements
• Provide engineering and application expertise for determining product selection as requested by external customers and internal customers
• Provide technical troubleshooting support as directed by Customer Service or Quality to customers for field related issues and system startup 
• Respond to customer inquiries regarding common product lines, current orders, escalate orders, part availability, provides alternative product, and technical support on product selection and alternatives
• Utilize ERP system to enter and manage sales orders and quotes
• Manages assigned accounts to provide pricing, availability, and updates on order status as requested
• Provide support to other JEM personnel as requested 
• Interact effectively with internal departments, including purchasing, engineering, operations, shipping/receiving, quality, accounting, and sales
• Complies with all JEM policies and procedures, including ISO, OSHA, and AWAIR requirements
• Maintains regular and predictable attendance
• Performs other duties as assigned

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

COMPETENCIES:

• Excellent verbal, written communication, and organizational skills
• Self-direction to work independently or within a team environment
• Ability to develop a comprehensive understanding of product knowledge and application, assembly, and the ability to troubleshoot
• Strong sense of urgency and ability to prioritize in order to meet the expectations of the customer
• Detail oriented and the ability to exhibit patience
• Good negotiation skills, able to provide value added up-selling
• Able to develop relationships with internal and external customers
• Strong mechanical aptitude
• Excellent communication skills, written and verbal, most often over the phone
• Ability to be an active participate as a member of cross-functional teams
• Highly organized and able to manage multiple tasks at a time

PHYSICAL AND MENTAL DEMANDS:

• Frequently required to sit at a desk/workstation for long period of time.
• Ability to work at a computer terminal for extended periods of time.
• Digital dexterity and hand/eye coordination in operation of office equipment
• Light lifting and carrying of supplies, files, etc.
• Ability to speak to and hear employees/clients via phone or in person.
• Body motor skills sufficient to enable incumbent to move around an office environment.
• Ability to analyze unique situations and develop appropriate response.
• Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

• Office hours average 40 per week
• Work performed in an indoor office setting.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Requirements

• Formal education in hydraulics, pneumatics, or fluid power (AAS in Fluid Power or BA in Fluid Power preferred) and 3 years in the industry or 7 years technical experience in a related industry
• 3 years application or troubleshooting experience in the field or manufacturing environment
• Experience working with formal ERP system (Epicor, SAP, Infor, Oracle, etc.)
• Strong personal presence and comfortable presenting to others
• Experienced with Microsoft Office products including Word, Excel, PowerPoint, and Outlook