Product Support Specialist

Subzero Engineering; Mankato (MN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with company match

3 weeks PTO

9 paid holidays in 2022

Career development and tuition assist

Diverse, inclusive, and welcoming cult

Job summary

Senneca Holdings, through its Door Engineering division, is seeking an experienced Product Support Specialist to be onsite at our Mankato, MN facility. The role focuses on assisting customers with technical questions, troubleshooting, warranty claims, and parts/service sales.

You will generate quotes, resolve issues, document information, and coordinate with the appropriate teams. Travel to customer sites is expected at 5–15%, and the position offers a benefits package including medical, dental,

Qualifications

• Minimum of 2 years in technical support or a related field.
• Experience troubleshooting with contractors or customers and identifying solutions.
• Strong verbal and written communication skills.
• Excellent problem-solving and technical abilities.
• Ability to stay composed with diverse personalities under pressure.
• Ability to locate, communicate, and document information clearly.
• Willing to learn Manufacturing/ERP systems, Salesforce/CRM, and CAD viewing tools.
• Willingness to travel to customer sites 5–15% of the time.

Responsibilities

• Assist customers with technical questions, troubleshooting, warranty claims, and parts/service sales.
• Provide prompt, accurate responses with complete information for parts, service, warranties, and technical support.
• Generate quotes for parts and process customer orders.
• Clarify concerns, determine causes, and identify the best solution for problems.
• Expedite corrections or pass ownership to the appropriate party as needed.
• Follow up to ensure complete resolution and customer satisfaction.
• Review and process warranty claims and returned parts.

Skills

Technical support

Customer service

Problem solving

Documentation

ERP systems

Sales support

CAD viewing

Travel capability

Education

Associates degree in engineering or technical field

Tools

Salesforce/CRM

CAD viewing programs

Manufacturing ERP systems

Job description

We are searching for an experienced Product Support Specialist at our Mankato, MN facility.

Door Engineering, a division of Senneca Holdings, is a leading manufacturer of industrial door systems for aviation, emergency response, military, and other industries. We are searching for an experienced Technical Product Specialist to be onsite at our Mankato, MN facility.

“If you are looking for an opportunity to make a difference, help setthe standard and reflect the core values of an organization. Come join"One Team Senneca Holdings".

• Medical
• Dental
• Vision
• 401k with company match
• 3 weeks PTO
• 9 paid holidays in 2022
• Career development and tuition assistance
• Diverse, inclusive, and welcoming culture

Primary Duties and Responsibilities

This role will be responsible for assisting customers with technical questions, troubleshooting, warrantyclaims and sales of parts and service.

• Provide responses to parts/service, warranty, and technical assistance requests both promptly and accurately with complete information
  
• Generate parts quotations and process customer orders
  
• Resolves product or service problems by clarifying customer concerns/complaints/needs and determining the cause/source of the problem
  
• Identify the most efficient solution to solve the problem
  
• Expedite corrections or adjustments personally or ensuring ownership is passed to best person to address
• Follow up to ensure resolution complete and internal and/or external customer is satisfied
  
• Review and process warranty claims and returned parts
  

Required Qualifications

• Minimum of 2 years of experience in technical support related field
  
• Experience working with contractors or customers troubleshooting problems and identifying solutions
  
• Strong communication skills (verbal and written)
  
• Excellent problem-solving and technical skills
  
• Able to work with a variety of personalities and maintain composure under stressful conditions
  
• Able to effectively locate, communicate, and document information
  
• Able to learn Manufacturing/ERP system, Salesforce/CRM, and CAD Viewing programs
  
• Available to travel to customer job site preferred (5% to 15%)
  

Preferred Qualifications

• Associates degree in an engineering or technical field
  
• Electrical control problem solving skills
  
• Available to travel to customer job site preferred (5% to 15%)
  

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.