Product Support Specialist

Senneca Holdings; Mankato Township (MN); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with company match

3 weeks PTO

9 paid holidays

Career development and tuition

Diverse, inclusive, and welcoming

Job summary

Senneca Holdings' Door Engineering division is seeking an experienced Product Support Specialist to be onsite at our Mankato, MN facility. You will assist customers with technical questions, troubleshoot, manage warranty claims, and quote parts and service, contributing to customer satisfaction.

Ideal candidates have 2+ years in technical support, strong communication, and the ability to navigate ERP systems, Salesforce/CRM, and CAD viewing tools.

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%)

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

Skills

Technical support

Troubleshooting

Communication

Problem solving

Documentation

Travel readiness

Education

Associates degree in engineering/technical field

Tools

Salesforce/CRM

ERP systems

CAD Viewing

Quoting software

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, warranty claims 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.