Technical Customer Service Representative

Habasit; Suwanee (GA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Habasit in Suwanee, GA is seeking a Customer Care Representative who blends technical aptitude with exceptional service to support customers through the order lifecycle, provide product guidance, and coordinate with engineering and manufacturing teams.

You will handle quotes, troubleshoot technical issues, interpret drawings and BOMs, manage orders, and ensure on-time delivery while maintaining ERP data integrity and strong customer relationships.

Qualifications

• Vocational or associate degree in a technical field.
• 3–5 years in customer service or technical support.
• Experience with industrial products or manufacturing preferred.
• Experience with ERP and CRM systems.

Responsibilities

• Serve as primary technical contact for product selection and installation guidance.
• Coordinate with Engineering and Technical Services to troubleshoot issues.
• Review orders for accuracy and align with product specs.
• Prepare quotations and product recommendations for customers.
• Communicate order status and lead times to stakeholders.
• Maintain ERP data integrity and documentation.

Skills

Technical aptitude

Customer service

ERP systems

CRM experience

Communication

Multitasking

Documentation

Problem solving

Education

Vocational Certificate or Associate's degree in a technical discipline

Tools

Epicor ERP

SAP CRM

SugarCRM

Salesforce

Job description

MUST HAVE TECHNICAL OR STEM EDUCATION BACKGROUND

Summary / Objective:

The Customer Care Representative serves as the primary technical customer support resource and operational liaison between customers and Habasit. This role combines customer service excellence with strong technical aptitude to support customers throughout the entire order lifecycle while providing product application guidance, technical troubleshooting, and engineered solution support.

This Customer Care Representative partners closely with Sales Engineers (KAM), Product Management, Engineering, Manufacturing, Supply Chain, Logistics, and Technical Services to deliver timely quotes, resolve complex customer inquiries, recommend appropriate product solutions, coordinate technical documentation, and ensure successful order execution. This position requires a strong understanding of industrial products, manufacturing processes, and customer applications while

Essential Functions:

• 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.
• Provide technical documentation including product specifications, drawings, certifications, installation guides, and product data sheets.
• 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.
• Coordinate with Manufacturing, Planning, Logistics, and Supply Chain to support production schedules and delivery commitments.
• Monitor project milestones and proactively communicate order status, lead times, engineering updates, and shipment information.
• 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.
• Support Sales Engineers by preparing quotations, product recommendations, and customer documentation.
• Identify opportunities for product improvements, cross-selling, and additional value-added solutions.
• Maintain high standards of documentation accuracy, ERP data integrity, and process compliance.
• Participate in root cause investigations, corrective action initiatives, and continuous
• Share technical knowledge with internal teams and support training initiatives.
• Contribute to process improvements that enhance customer satisfaction, operational efficiency, and technical support capabilities.
• Support departmental KPIs, quality objectives, and customer service performance metrics.
• 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.
• Communication & Collaboration – Communicates information clearly and works effectively across
• Sales, Engineering, Operations, Supply Chain, and Production.
• Order & Project Management – Manages customer orders, quotations, priorities, and project activities with accuracy and attention to detail.
• Business & Commercial Acumen – Understands pricing, customer requirements, operational impacts, and business objectives to support profitable growth.
• Continuous Improvement – Identifies opportunities to improve processes, customer experience, quality, and operational efficiency.
• Planning & Organization – Effectively prioritizes multiple responsibilities while meeting deadlines in a fast-paced environment.
• Adaptability & Learning Agility – Quickly learns new products, technologies, systems, and customer applications while adapting to changing business needs.
• Accountability & Professionalism – Takes ownership of responsibilities, demonstrates integrity, and consistently delivers high-quality results.

Required Skills / Abilities:

• 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.
• Ability to manage multiple customer requests, priorities, and deadlines while maintaining a high level of accuracy and responsiveness.
• Proficiency with Microsoft Office applications, particularly Excel, Outlook, Word, and PowerPoint.
• Experience working with ERP systems (e.g., Epicor, SAP) and CRM platforms (e.g., Sugar, Salesforce) to manage customer information, orders, and opportunities.
• Strong organizational skills and attention to detail, ensuring accurate order processing, documentation, and follow-through.

Supervisory Responsibility:

This position does not typically supervise staff.

This position operates in a professional office environment with frequent exposure to manufacturing settings and customer facilities. The role may include exposure to forklift traffic, equipment noise, and production processes.

Physical Demands:

• Prolonged periods of sitting, standing, and walking.
• Frequent use of hands and arms for handling product samples and presentations.
• Must be able to lift up to 20 lbs. occasionally (up to 40 lbs. in some assignments).
• Required to safely operate a motor vehicle in varied conditions.

Position Type and Expected Hours of Work:

Full-time, Monday through Friday, 8:00 AM to 5:00 PM. Evening and weekend work may be required to meet customer demands, project deadlines, or trade show schedules. Remote work may be available

Travel:

No travel is expected for this position.

Required Education and Experience:

• Vocational Certificate or Associate's degree in a technical discipline such as Engineering, Industrial/Manufacturing Technology, Supply Chain, or a related field; or an equivalent combination of education and relevant work experience.
• Minimum 3–5 years of experience in customer service, technical customer support, inside sales, order management, or application support within a manufacturing or industrial B2B environment.
• Experience supporting engineered, industrial, or technical products, including interpreting customer requirements and recommending appropriate solutions.
• Experience utilizing ERP systems (e.g., Epicor, SAP) and CRM platforms (e.g., Sugar, Salesforce) in an order management or customer support environment.
• Demonstrated ability to manage multiple customer priorities while maintaining accuracy, responsiveness, and a high level of customer satisfaction.

Preferred Education and Experience:

• Experience supporting conveyor systems, power transmission products, automation equipment, packaging machinery, material handling, plastics, food processing, or other industrial manufacturing applications.
• Experience reading engineering drawings, technical specifications, and product documentation.
• Experience supporting engineered-to-order (ETO), configured-to-order (CTO), or custom manufactured products.
• Knowledge of manufacturing processes, production planning, quality systems, and continuous improvement methodologies (Lean Manufacturing or Six Sigma).
• Experience preparing technical quotations, coordinating engineering changes, and supporting new product introductions.
• Advanced proficiency in Microsoft Excel and experience analyzing customer, sales, or operational