Product Support Specialist

Senneca; Mankato (MN); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with company match

3 weeks PTO

9 paid holidays (2022)

Career development and tuition

Diverse, inclusive culture

Job summary

Senneca's Door Engineering division in Mankato, MN is seeking an experienced Technical Product Specialist to assist customers with technical questions, troubleshooting, warranty claims, and sales of parts and service onsite.

This role emphasizes clear communication, problem solving, and the ability to work with contractors and customers. Travel to customer sites, ERP/Salesforce/CAD tools familiarity, and a hands-on technical mindset are valued.

Qualifications

• Minimum 2 years in technical support or related field.
• Experience troubleshooting with contractors or customers.
• Strong communication skills, verbal and written.
• Excellent problem-solving and technical abilities.
• Ability to work with diverse personalities and stay composed.
• Proficient with Word, Outlook, Excel; willing to learn ERP/Salesforce and CAD tools.

Responsibilities

• Provide timely responses to parts/service, warranty, and technical inquiries with full information.
• Generate parts quotations and process customer orders.
• Clarify customer concerns and identify causes of problems.
• Determine efficient solutions to customer issues.
• Expedite corrections and ensure proper ownership for resolution.
• Follow up to confirm complete resolution and customer satisfaction.
• Review and process warranty claims and returned parts.

Skills

Technical support

Communication skills

Problem solving

CAD viewing

Salesforce/CRM

ERP systems

Microsoft Excel

Travel willingness

Education

Associates degree in engineering/technical field

Tools

CAD viewing programs

Salesforce/CRM

ERP systems

Job description

Introduction

At Senneca, we embrace the entrepreneurial spirit of the innovators that created our brands from traffic doors, to cold storage doors to fiberglass doors and beyond. We are committed to exceeding our customers’ expectations and to provide doors that offer safety and protection to our customers’ most important assets…people, products, capital investments and processes.

Overview

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 set the standard and reflect the core values of an organization. Come join \"One Team Senneca Holdings\".

Benefits

• 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

Job Summary

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

Responsibilities

• 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

Requirements

• 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
• Computer Skills: Proficient Typing Skills, Word, Outlook, Excel
• 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%)