Technical Advisor

Connect Search, LLC; Milwaukee (WI); Hybrid; USD 65,000 - 70,000; Full time

Job summary

A leading company is seeking a Technical Advisor in Milwaukee, offering a hybrid work schedule. The role involves providing technical support, managing warranty claims, and training internal personnel. Ideal candidates will have strong technical knowledge and excellent communication skills.

Qualifications

• Ability to read and understand engineering drawings and schematics.
• Knowledge of hydraulic systems, VFDs, and PLC components.

Responsibilities

• Provide technical support and troubleshooting for products.
• Manage warranty claims and assist in resolving technical inquiries.
• Train Customer Support Representatives and Field Service Technicians.

Skills

Technical knowledge of mechanical systems

Technical knowledge of electrical systems

Excellent communication skills

Customer service skills

Organized

Detail-oriented

Tools

ERP systems

Epicor M2K

Job description

Job Title: Technical Advisor

Type: Direct Hire

Schedule: M-F, 8:30-5

Pay Range: $65k - $70k + bonus

Summary

Connect Search is hiring a Technical Advisor in Milwaukee. This position offers a hybrid work from home schedule of 2 days per week.

Responsibilities

1. Respond to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers, and Installers for technical support and troubleshooting of all products, recommending upgrades when needed, with a sense of urgency.
2. Provide technical support to Parts CSR’s to resolve product or service requests regarding parts orders or technical inquiries by looking up part information to determine if parts were missed in shipment or on back order.
3. Work closely with Parts CSR’s to determine parts needed by researching and reviewing bills of material.
4. Assist in diagnosing technical issues and guide customers through the steps needed to resolve problems; support dealers/installers on installation inquiries.
5. Resolve technical parts inquiries via telephone, email, and internal communications.
6. Manage warranty-claims for products, follow-up on pending claims to ensure resolution.
7. Collaborate with the Service Manager to identify root causes of warranty errors and maintain data in the ERP system.
8. Alert the Product Support Manager of concerns or issues and assist in resolution.
9. Provide telephone and on-site assistance and training to Customer Support Representatives, Field Service Technicians, Regional Sales Managers, and other internal personnel.
10. Train the Product Support Team and recommend process improvements for efficiency.

Qualifications

• Technical knowledge of mechanical, electrical, hydraulic systems, VFDs, and PLC components.
• Ability to read and understand engineering drawings, schematics, manuals, and specifications.
• Excellent communication and customer service skills.
• Organized, detail-oriented, and methodical.
• Ability to learn and understand the product line and component interactions.
• Knowledge of ERP systems, especially Epicor M2K.