Technical Customer Care and Sales Associate

Title: Technical Customer Care and Sales Associate  
Reports to: Westfield Innovations Supervisor
Supervises: None

Status: Non-Exempt/Hourly

Work Schedule: 8 am – 5 pm, Monday - Friday

Purpose of Position: The primary responsibility of the Technical Customer Care and Sales Associate is to serve as the primary point of contact for customer calls, providing patient, knowledgeable support to help customers diagnose and repair equipment. This position also carries a strong sales function, responsible for identifying customer needs, preparing and providing sales quotes, entering parts orders, and building customer relationships that drive parts and product sales, including through periodic travel to represent the company at trade shows.

Essential Skills:

• Clearly and effectively conveys technical information, both verbally and in writing. 
• Remains patient and calm while walking customers through troubleshooting steps.
• Identifies problems, analyzes solutions, and implements the best course of action.
• Understands and meets the needs of customers, providing support and service.
• Prioritizes tasks based on importance and urgency.

Essential Characteristics:

• Works proactively without supervision.
• Pays close attention to detail.
• Maintains high standards of conduct and performance.
• Seeks knowledge and asks insightful questions.
• Handles emotions and stress effectively.

Essential Duties:

• Serve as the primary point of contact for incoming customer calls regarding equipment issues and repairs.
• Guide customers through troubleshooting and repair steps over the phone using effective diagnostic questions.
• Conduct video calls with customers to visually diagnose equipment problems.
• Enter parts orders accurately into the Business Central system.
• Travel to customer sites as needed to help diagnose and repair units on site.
• Identify opportunities to recommend parts, products, or services that meet customer needs.
• Prepare and provide sales quotes to customers.
• Travel periodically to represent the company at trade shows.
• Perform other duties as assigned by your Supervisor.

• 1–3 years of customer service, technical support, or related equipment/mechanical experience preferred.
• Basic mechanical aptitude and ability to diagnose equipment issues remotely.
• Strong phone and video communication skills, with the ability to explain technical concepts clearly.
• Experience with or willingness to learn the Business Central order entry system.
• Strong work ethic and ability to work as part of a team.
• Complete support of and willing adherence to Westfield Egg Farm’s mission, vision, and core values. Applicant must hold these standards as his/her own.

Personal Attributes: 

The Technical Customer Care and Sales Associate will be privileged to information that should not be shared and must maintain strict confidentiality in performing their duties. The incumbent must also demonstrate the following personal attributes: 

• Be honest and trustworthy
• Be respectful
• Demonstrate cultural awareness and sensitivity across a variety of cultures 
• Be flexible
• Demonstrate sound work ethics
• Team player
• Servant leader attitude

Physical Requirements / Environmental Conditions: 

While performing the duties of this job, the employee is regularly required to sit and use a computer, telephone, and video conferencing equipment for extended periods. The employee is occasionally required to stand. The employee is regularly required to move about the facility, including the shop floor, to support diagnosis of equipment issues, and may occasionally be required to travel to customer sites. The employee must frequently lift and/or move parts and inventory. Employee is required to seek assistance in the lifting of more than 50 pounds or use a forklift to lift. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus, along with the ability to hear and communicate clearly by phone and video. 

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles, soaps and/or chemicals, outdoor weather conditions, moving mechanical parts, and vibration when visiting the production floor or a customer site. The employee is exposed to cold and heat. The noise level in the primary work environment is usually low to moderate and may be moderate to loud when visiting the production floor.