Technical Customer Service

1st Network Solutions; Suwanee (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

1st Network Solutions in Suwanee, GA is hiring a full-time Technical Customer Service Representative. You will act as the main technical contact for customers, assisting with product selection, applications, and installation guidance, and coordinating with Engineering for issue resolution.

This role emphasizes strong problem solving, mechanical aptitude, and the ability to interpret technical drawings and specifications.

Qualifications

• Understands industrial products and applications.
• Excellent customer relationship skills.
• Strong technical problem solving and analytical abilities.
• Ability to interpret technical specifications and drawings.
• Clear verbal and written communication.

Responsibilities

• Serve as the primary technical point of contact for product selection and applications.
• Assist customers with troubleshooting and coordinate with Engineering.
• Interpret customer specs and drawings to ensure correct orders.
• Coordinate with Engineering and Product Management on custom requests.
• Manage orders through lifecycle with accuracy and timely fulfillment.

Skills

Technical support

Customer service

Communication

Analytical thinking

Mechanical aptitude

Tools

CRM software

Job description

Our client in the Suwanee area is looking to hire a full-time Technical Customer Service Representative. This global manufacturer offers great benefits and great company culture with future growth potential.

Responsibilities:

Technical Customer Support

• Serve as the primary technical point of contact for customers regarding product selection, applications, product compatibility, installation guidance, and general technical inquiries.
• Assist customers with troubleshooting product performance issues by gathering technical information and coordinating with Engineering and Technical Services.
• Interpret customer specifications, drawings, bills of material, and technical documentation to ensure accurate product selection and order configuration.
• Coordinate with Engineering and Product Management on custom products, special applications, and technical product requests.

Order & Project Management

• Manage customer orders throughout the complete order lifecycle, ensuring technical accuracy, pricing integrity, and timely fulfillment.
• Process customer orders, engineering changes, quotations, replacement orders, and product modifications accurately and efficiently.
• Review customer purchase orders for accuracy and alignment with product specifications.

Customer Relationship Management

• Build strong working relationships with customer stakeholders and understand their needs.
• Respond professionally to customer inquiries through phone, email, CRM, and other communication channels.
• Support resolution of customer concerns related to product performance, order fulfillment, quality, and delivery.

Requirements:

• Product & Application Knowledge – Understands industrial products, customer applications, and manufacturing processes to recommend appropriate solutions.
• Customer Focus & Relationship Management – Builds trusted customer relationships while delivering responsive, value-added support.
• Technical Problem Solving – Analyzes customer issues, identifies root causes, and coordinates effective technical and operational solutions.
• Strong mechanical and technical aptitude with the ability to understand industrial products, manufacturing processes, and customer applications.
• Ability to interpret technical specifications, engineering drawings, product documentation, and customer requirements.
• Strong analytical and problem-solving skills with the ability to identify issues, evaluate alternatives, and recommend effective solutions.
• Excellent verbal and written communication skills, with the ability to explain concepts to both technical and non-technical audiences.
• Strong customer service and relationship management skills with a consultative, solution-oriented approach.