Technical Support Specialist

IDEX; Benton Harbor (MI); On-site; USD 25,000 - 39,000; Full time

Job summary

GAST Manufacturing, a unit of IDEX Corporation, seeks a customer-focused technical support specialist. You will troubleshoot with customers and distributors across calls, emails, and web inquiries, and assist with parts orders via our ecommerce portal into JDE.

You will collaborate with sales, shipping, engineering, and quality teams to resolve inquiries and support customer satisfaction, with a fast-paced, detail-driven environment.

Qualifications

• 1+ year experience in internal/external communications with customers OR 2+ years in a manufacturing environment.
• Pneumatic systems experience preferred OR repair/service background.
• Excellent written and verbal communication skills; customer obsessed.

Responsibilities

• Provides technical assistance and helps troubleshoot with customers and distributors in response to incoming phone calls, emails, and web inquiries.
• Handles technical or product related calls, information or cross-over requests and customer complaints.
• Assist customers who are prepared to buy parts, kits, and accessories. Upon product selection, entering orders through our ecommerce portal into JDE.
• Works and communicates with sales, customer assistance, shipping, engineering, manufacturing and quality departments to satisfy customer inquiries.
• Collaborates cross functionally with rest of Customer Support team.
• Additional duties as assigned by manager.

Skills

Customer service

Technical communication

Problem solving

Prioritization

Tools

ERP systems

CRM systems

SolidWorks

Microsoft Office

Job description

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

Who is GAST Manufacturing?

As a business unit of IDEX Corporation, GAST Manufacturing has a long history of being the leader in design and manufacturing of quality air-moving products. We specialize in offering cost effective solutions for a wide variety of industries including industrial manufacturing, healthcare, and environmental cleanup applications. We are looking to add more talent to our team.

Scope of Role:

Troubleshooting and diagnostic evaluation of product and application functions. Provide product selection recommendation for Gast/JUN-AIR customers and channel partners. Communicate effectively with customers and channel partners to direct necessary resolution strategy.

ESSENTIAL DUTIES:

• Provides technical assistance and helps troubleshoot with customers and distributors in response to incoming phone calls, emails, and web inquiries.
• Handles technical or product related calls, information or cross-over requests and customer complaints.
• Assist customers who are prepared to buy parts, kits, and accessories. Upon product selection, entering orders through our ecommerce portal into JDE.
• Works and communicates with sales, customer assistance, shipping, engineering, manufacturing and quality departments to satisfy customer inquiries.
• Collaborates cross functionally with rest of Customer Support team.
• Additional duties as assigned by manager.

Measures of Performance

• TetraVX Call Center Metrics
  • Average on-hold time of < 5 minutes
• Emailtgistics (Outlook) Metrics
  • Maintain customer service level agreement (SLA) of >94%
• Customer satisfaction levels through surveys

EDUCATION AND EXPERIENCE REQUIREMENTS OR EQUIVALENCIES:

• At least one (1) year demonstrated experience in internal/external communications with customers - OR - At least two (2) years of experience in a manufacturing environment.
• Pneumatic systems experience preferred - OR - Repair/service experience preferred and the ability to respond effectively to customers.

PHYSICAL/MENTAL/ENVIRONMENTAL REQUIREMENTS:

• Demonstrated ability to handle a fast-paced environment while maintaining a high level of customer obsession, even under pressure in a team environment.
• Ability to read and interpret technical data to support customer inquiries effectively.
• Thinks independently, shows initiative.
• Anticipates and prevents problems.
• Able to problem solve and think outside the box to find solutions for complex inquiries.
• Strong attention to detail, dependability, and follow through.
• Excellent analytical and interpersonal skills.
• Demonstrated commitment to continuous quality improvement.
• Demonstrated ability to work effectively with electronic tools (website, Microsoft tools, email, ERP, CRM, SolidWorks, etc.)
• Excellent written and communication skills.
• Able to manage priorities, follow instructions, respond to management direction, and meet deadlines in a rapidly changing environment.
• High level of confidence, enthusiasm and a positive attitude
• Works effectively with internal and external customers to resolve, troubleshoot and communicate unfavorable answers in a constructive and professional manner.

GAST Manufacturing, a Unit of IDEX Corporation is an Equal Opportunity Employer committed to workforce diversity.

The intent of this job description is to provide a representative summary of the essential duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

IDEX is an Equal Opportunity Employer

IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants:

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [e-mail] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.