Technical Support Specialist

Duravant; Jonesboro (AR); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits packages

Education and training programs

Paid holidays and time off

Job summary

Duravant is seeking a Technical Support Specialist for their Lifecycle Services team in Jonesboro, AR. You will be responsible for managing technical support inquiries and providing resolutions for customer concerns. Ideal candidates have 3+ years in-field service experience and strong analytical skills.

The role also includes liaising between customers and internal resources and ensuring accurate service quotes. This position requires expertise in Excel and excellent communication skills.

Duravant offers a comprehensive benefits package and values personal and professional growth.

Qualifications

• Sound judgement and strong communication skills are essential.
• Ability to build relationships and interact with all levels of the organization.
• Must be willing to travel periodically.

Responsibilities

• Manage and resolve technical support inquiries.
• Provide timely support to customers.
• Create technical bulletins for troubleshooting.
• Liaise between customers and internal resources.
• Quote service and installation for customers.

Skills

Technical or Associate’s Degree

3+ years in-field service experience

Effective interpersonal skills

Strong analytical skills

Expert level Excel skills

Education

Technical or Associate's Degree

Tools

Sales Force

MS Office (Word, Excel, Outlook, PowerPoint)

Epicor ERP

Job description

FMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors, while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability and reliability, FMH Conveyors products are engineered to support material handling applications for distribution centers, e-commerce, parcel post, retail stores, and a variety of manufacturers to help maximize productivity and increase efficiency.

As a Duravant Family Company, FMH Conveyors participates in global diversity, equity, and inclusion programs, as well as doing good initiatives to support our communities. In addition to a culture that promotes long‑term career satisfaction, with opportunities for personal and professional growth, FMH Conveyors offers an excellent total rewards package that includes

Benefits

• Compensation: We offer competitive compensation
• Benefits: We have comprehensive benefit packages designed to support our employees' health, well‑being, and financial security
• Development: We have education and training programs which include an educational assistance program
• Time Off: We offer paid holidays and paid time off
• Driven Team Members: We have a cross‑functional, collaborative environment, focused on delivering results
• Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
• Culture: We are driven by our number one asset – our employees, and their successes
• Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year

Position Overview

Technical Support Specialist – Lifecycle Services team. Responsible for leading technical support efforts as the liaison between customers and internal resources. This position prioritizes, supports, and executes all technical support‑related jobs and inquiries, analyzes support requests and provides resolutions for customers, analyzes warranty requests, fulfills quotes for service, and creates SOPs and RCAs to prevent recurring issues.

Responsibilities

• Manage, handle, and resolve incoming technical support inquiries
• Provide timely support to customers
• Assign or escalated issues to others as required
• Work with customers to ensure PO’s are received timely and accurately
• Liaison between customers and internal resources (engineering, service, parts, etc.)
• Quote service and installation for customers, ensuring accurate pricing and periodic reviews to align with margin expectations
• Utilize SOP’s and RCA’s to address reoccurring issues
• Lead the coordination of the field change activities
• Identify, create, and publish technical bulletins that provide step‑by‑step troubleshooting and set‑up assistance for technical support topics
• Observe safety and security procedures; use equipment and materials properly; report potentially unsafe conditions

Requirements

• Education: Technical or Associate’s Degree Preferred
• Experience: 3+ years of in‑field service experience or troubleshooting support for conveying equipment
• Sound judgement
• Effective interpersonal skills with ability to build relationships and interact with all levels of the organization
• Strong analytical, problem‑solving, and decision‑making skills
• High degree of professionalism with strong communication, leadership skills, and teamwork orientation
• Computer skills: Sales Force, MS Office (Word, Excel, Outlook, PowerPoint) and ability to learn new ERP systems (Epicor); Excel skills should be at the expert level with a high level of experience with pivot tables, VLOOKUP, etc.
• Must be able to travel periodically

Physical Requirements

• While performing the duties of this job, the employee is regularly required to communicate and frequently required to stand, sit, and walk. Specific vision abilities required by this job include close vision and color vision.

Work Environment

• Office and manufacturing environment