Product Support Specialist

Eliason Corporation; Mankato (MN); On-site; USD 65,000 - 90,000; 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 support

Diverse, inclusive, welcoming culture

Job summary

Door Engineering in Mankato, MN seeks an experienced Technical Product Specialist onsite to assist customers with technical questions, troubleshoot issues, process warranty claims, and drive sales of parts and service. The role requires a proactive problem-solver with strong communication and technical skills.

Responsibilities include generating quotations, processing orders, and ensuring timely, accurate customer support.

Qualifications

• Minimum 2 years in technical support or equivalent role.
• Experience troubleshooting for contractors or customers.
• Strong written and verbal communication skills.
• Excellent problem-solving and technical abilities.
• Ability to work with diverse personalities and stay composed under pressure.
• Proficient in Microsoft Word, Outlook and Excel.

Responsibilities

• Respond to parts/service, warranty and technical inquiries promptly with complete information.
• Generate parts quotations and process customer orders.
• Identify and resolve product or service problems; determine root cause.
• Escalate and drive corrective actions; ensure customer satisfaction.
• Maintain follow-up until resolution is confirmed.

Skills

Strong communication

Problem-solving

Customer service

Technical aptitude

Team collaboration

Education

Associates degree in engineering/technical field

Tools

Salesforce/CRM

CAD viewing programs

Manufacturing/ERP system

Job description

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'.

Position Summary

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

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.

• 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

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
• 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%)

Education

Associates degree in an engineering or technical field.

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%)
• 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%)