Product Support Specialist

Senneca Holdings; Mankato (MN); On-site; USD 52,000 - 68,000; 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 in Minnesota is seeking a technical support specialist to assist customers with parts and service questions, troubleshoot issues, and process warranty claims. You will generate quotes, manage orders, and collaborate with internal teams to identify the root cause and deliver timely resolutions.

A two-year track record in tech support and strong communication are essential. This role supports a diverse, inclusive culture with opportunities for career development and tuition

Qualifications

• Associates degree in engineering or technical field.
• Minimum of 2 years in technical support related field.
• Experience troubleshooting problems for contractors or customers.
• Excellent written and verbal communication skills.
• Ability to learn Manufacturing/ERP systems, Salesforce/CRM, and CAD viewing programs.

Responsibilities

• Assist customers with parts/service, warranty and technical assistance requests, and provide prompt, accurate information.
• Generate parts quotations and process customer orders.
• Identify root causes and determine the most efficient solution to problems.
• Expedite corrections or adjustments and ensure customer satisfaction.

Skills

Communication skills

Problem solving

Technical aptitude

Written communication

Teamwork

Education

Associate degree in engineering or technical field

Tools

CAD Viewing programs

Salesforce/CRM

ERP systems

MS Office

Job description

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.

Responsibilities

Customer Care

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

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

Education

Associates degree in an engineering or technical field.

Experience

Minimum of 2 years of experience in technical support related field. Experience working with contractors or customers troubleshooting problems and identifying solutions.

Skills

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.

About Us

NOTE: You will always speak directly with a Senneca team member before receiving any offer of employment. Senneca will never extend a job offer without a formal interview process.

Senneca Holdings is a diversified management and holding company whose companies are focused on the specialty door industry. Senneca oversees the operations of its companies, allocates resources among them, and helps to improve the performance of its operations. Senneca seeks out acquisition opportunities that strengthen our position in a business segment as well as companies that will diversify our portfolio of specialty doors.

For more information:

website: senneca.com

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

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