Technical Product Support Specialist

Senneca Holdings

Mankato (MN)

On-site

USD 55,000 - 75,000

Full time

9 days ago

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Benefits offered by this job

Medical

Dental

Vision

401k with company match

3 weeks PTO

9 paid holidays in 2022

Career development and tuition assist

Diverse, inclusive, and welcoming cult

Job summary

Senneca Holdings, through its Door Engineering division, is seeking an experienced Product Support Specialist to be onsite at our Mankato, MN facility. The role focuses on assisting customers with technical questions, troubleshooting, warranty claims, and parts/service sales.

You will generate quotes, resolve issues, document information, and coordinate with the appropriate teams. Travel to customer sites is expected at 5–15%, and the position offers a benefits package including medical, dental,

Qualifications

Minimum of 2 years in technical support or a related field.
Experience troubleshooting with contractors or customers and identifying solutions.
Strong verbal and written communication skills.
Excellent problem-solving and technical abilities.
Ability to stay composed with diverse personalities under pressure.
Ability to locate, communicate, and document information clearly.
Willing to learn Manufacturing/ERP systems, Salesforce/CRM, and CAD viewing tools.
Willingness to travel to customer sites 5–15% of the time.

Responsibilities

Assist customers with technical questions, troubleshooting, warranty claims, and parts/service sales.
Provide prompt, accurate responses with complete information for parts, service, warranties, and technical support.
Generate quotes for parts and process customer orders.
Clarify concerns, determine causes, and identify the best solution for problems.
Expedite corrections or pass ownership to the appropriate party as needed.
Follow up to ensure complete resolution and customer satisfaction.
Review and process warranty claims and returned parts.