Product Support Specialist

Chase Doors; Mankato (MN); On-site; USD 60,000 - 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

Tuition assistance

Diverse, inclusive, and welcoming code

Job summary

Door Engineering, a division of Senneca Holdings, is seeking a Technical Product Specialist to be onsite at our Mankato, MN facility. You will assist customers with technical questions, troubleshooting, warranty claims and sales of parts and service.

Join One Team Senneca Holdings to help set the standard and reflect our core values. Travel to customer sites (5–15%) may be required, and you will collaborate with engineering and field staff to resolve issues quickly.

Qualifications

• Minimum of 2 years of experience in technical support related field.
• Experience troubleshooting problems for contractors or customers.
• Strong communication skills (verbal and written).
• Excellent problem-solving and technical skills.
• Able to travel to customer job sites (5% to 15%).

Responsibilities

• Provide responses to parts/service, warranty, and technical assistance requests promptly and accurately.
• 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 and ensure ownership is passed to the best person to address.
• Follow up to ensure resolution and customer satisfaction.
• Review and process warranty claims and returned parts.

Skills

Technical support

Troubleshooting

Customer service

Communication skills

Problem solving

Travel readiness

Education

Associates degree in engineering or technical field

Tools

Salesforce/CRM

CAD Viewing programs

Manufacturing/ERP system

MS Office

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%)