Product Support Specialist

Modine Manufacturing Company; Onalaska (WI); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision insurance

Employee Assistance Program

Maternity & Paternity Leave

401(k) with company match

HSA/FSA

Job summary

L.B. White Company, a Modine company, seeks a Product Support Specialist to provide technical support to customers, distributors and internal teams from our Onalaska facility. Responsibilities include handling product inquiries, troubleshooting and applying guidance via phone and email, delivering exceptional service.

The role requires strong communication, travel up to 25%, and hands-on assistance with engineered heating equipment, with hours 8:30 a.m. to 5:00 p.m. for support line coverage.

Qualifications

• A minimum of 2 years of experience troubleshooting technical products by phone and email.
• Strong interpersonal and communication skills.
• Proficiency in Epicor, MS Office Suite, including Word, Excel, and Outlook.
• Analytical abilities with good attention to detail.
• Travel will be required (up to 25% of time), sometimes with last-minute notice.

Responsibilities

• Preparing technical documentation, including manuals, will account for 30% or more of the role’s responsibilities.
• Phone support at the Onalaska facility will comprise 50% or more of this position’s responsibilities.
• Troubleshooting and/or repair of highly engineered LB White heating equipment or R Supply CoolCell products using telephone, video chat or e-mail.
• Travel to sites or installations for multiple days to provide hands on troubleshooting and/or repair of our products.
• Providing application assistance; performing application reviews for customers based on their needs and developing application guidelines for each site.
• Performing failure rate/failure trend analysis; communicate trends to product engineering.
• Developing and conducting in-house and remote service schools and training programs for sales, marketing, and manufacturing. Training content focuses on technical aspects of safe product use.
• Developing and maintaining technical literature including owners' manuals and service bulletins.
• During off-season, conduct lab tests/participate in the development of products and competitive evaluations.

Skills

Troubleshooting by phone/email

Interpersonal skills

Analytical thinking

Attention to detail

Travel readiness

Education

2+ years experience (not required education)

Tools

Epicor

MS Office

Job description

For more than 100 years, Modine has solved the toughest thermal management challenges for mission-critical applications. Our purpose of Engineering a Cleaner, Healthier World™ means we are always evolving our portfolio of technologies to provide the latest heating, cooling, and ventilation solutions. Through the hard work of more than 11,000 employees worldwide, our Climate Solutions and Performance Technologies segments advance our purpose with systems that improve air quality, reduce energy and water consumption, lower harmful emissions, enable cleaner running vehicles, and use environmentally friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (U.S.), with operations in North America, South America, Europe, and Asia. For more information about Modine, visit modine.com.

Position Description

L.B. White Company, a Modine company and leader in heating and climate solutions for agricultural, commercial, and industrial markets, is seeking a Product Support Specialist to provide technical support to customers, distributors, and internal teams. This role serves as a point of contact for product inquiries, troubleshooting, and application guidance via phone and email, helping deliver exceptional customer service and support the continued success of the L.B. White brand.

The required work hours for this position are 8:30 a.m. to 5:00 p.m. to ensure coverage during our technical support phone service hours.”

Key Responsibilities

• Preparing technical documentation, including manuals, will account for 30% or more of the role’s responsibilities.
• Phone support at the Onalaska facility will comprise 50% or more of this position’s responsibilities.
• Troubleshooting and/or repair of highly engineered, LB White heating equipment or R Supply CoolCell products using telephone, video chat or e-mail.
• Travel to sites or installations for multiple days to provide hands on troubleshooting and/or repair of our products.
• Providing application assistance; performing application reviews for customers based on their needs and developing application guidelines for each site.
• Performing failure rate/failure trend analysis; communicate trends to product engineering.
• Developing and conducting in-house and remote service schools and training programs for sales, marketing, and manufacturing. Training content focuses on technical aspects of safe product use.
• Developing and maintaining technical literature including owners' manuals and service bulletins.
• During off-season, conduct lab tests/participate in the development of products and competitive evaluations.

Required Education & Qualifications

• A minimum of 2 years of experience troubleshooting technical products by phone and email.
• Strong interpersonal and communication skills.
• Proficiency in Epicor, MS Office Suite, including Word, Excel, and Outlook.
• Analytical abilities with good attention to detail.
• Travel will be required (up to 25% of time), sometimes with last-minute notice.

Reporting Structure

This position reports to the Engineering Manager.

Why Choose Modine?

Health & Well-being

• Day One
  • Competitive health, dental & vision insurance coverage
  • Employee Assistance Program
• After 90 days of continuous employment
  • Maternity Leave (12 weeks at 100% pay)
  • 8 weeks of short term disability leave paid at 100%
  • 4 weeks of paid parental leave paid at 100%
• Paternity Leave (4 weeks at 100% pay)

Financial Benefits

• 401k Retirement plan and company paid match
• Life Insurance
• Health Savings Account (HSA) with employer contribution
• Flexible Spending Accounts (FSA)
• Short Term Disability (company paid)
• Long Term Disability

Work-Life Balance

• Competitive time-off policies
• Tuition Reimbursement

To view full benefits information: MyModine Benefits.

Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more. Human Resources will provide more detail upon your hiring.

The salary range for this position is estimated in good faith to be [minimum amount – maximum amount]. The specific offer will depend on the candidate’s qualifications, experience, and other job-related considerations but will be within the stated range. Where required by applicable law, a general description of benefits and other compensation offered for this role is also provided or made available.

This position is not eligible for any form of sponsorship (e.g. OPT or H1B visa status) now or in the future. Only individuals authorized to work in the United States now and for the foreseeable future will be considered for this position.