Product Support Specialist - Field Troubleshooting & Training

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

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.