Customer Service Consultant - IA​/MN

Position Summary

The Customer Service Consultant (CSC) is the cornerstone of customer satisfaction at Cold Jet, ensuring seamless operation and optimal performance of our advanced dry ice solution systems. This role combines customer service excellence with hands-on technical proficiency. The CSC provides on-site installation, comprehensive training, and troubleshooting & repair support for Cold Jet equipment at customer facilities within the assigned territory. The CSC diagnoses issues, performs repairs, and optimizes equipment performance while proactively building customer relationships and driving revenue growth within the region.

By empowering customers with in-depth knowledge and optimizing their applications, the CSC identifies opportunities for additional Cold Jet products, parts, and services. This role requires a proactive individual who seeks innovative solutions to enhance both products and processes, delivering exceptional value to customers. The territory for this role is North Central, including ND, SD, MN, NE, IA.

• Technical Expertise & Customer Support:
  • Proactive Preventative Maintenance:
    Schedule and conduct preventative maintenance inspections to ensure optimal equipment performance and customer satisfaction.
  • Diagnose and Resolve Technical Issues:
    Use troubleshooting techniques, including multi-meters and other diagnostic tools, to identify and resolve mechanical and electrical issues with Cold Jet equipment.
  • Perform On-Site Repairs and Maintenance:
    Conduct minor repairs, maintenance, and upgrades at customer sites, ensuring minimal downtime and maximizing equipment efficiency.
  • Provide Technical Training:
    Deliver in-depth training to customers on operation, maintenance, and optimization of Cold Jet equipment.
  • Own Customer Issues and Warranty Work:
    Take full responsibility for customer requests and warranty work, maintaining clear communication throughout the process.
  • Act as a Technical Resource:
    Serve as the primary point of contact for technical inquiries, providing expert guidance and support to customers.
• Revenue Generation & Relationship Management:
  • Collaborate with Regional Sales Managers:
    Work with the sales team to service customers and identify opportunities for revenue growth within the territory.
  • Consultative Sales:
    Identify customer needs and recommend appropriate Cold Jet solutions, including equipment, parts, accessories, and services.
  • Generate Sales Leads:
    Develop a database of qualified leads through referrals, cold calls, and networking.
  • Maintain Accurate Records:
    Use Cold Jet’s tech stack systems (Epicor Kinetic ERP, Cold Jet CONNECT, Hub Spot CRM) to track customer interactions, sales data, and inventory.
  • Maintain Company Assets:
    Ensure the company vehicle, equipment, and parts inventory are properly maintained for demonstrations, sales, and repairs.
  • Represent the Company Professionally:
    Maintain a professional demeanor and uphold the company’s reputation.

• Education & Experience: Bachelor’s degree in Engineering, Technical Field, or Business preferred, or equivalent experience.
• Proven technical aptitude with hands-on experience in mechanical and electrical troubleshooting and repair.
• Demonstrated ability to use multi-meters and other diagnostic equipment.
• Minimum of three years of experience in a technical customer service or field service role.
• Experience selling capital or industrial goods in a business-to-business environment is a plus.

• Physical Requirements: The role involves physical demands, including the ability to lift, push, and pull up to 50 pounds. This is necessary for on-site installation, equipment servicing, and transporting tools and parts. The position may require prolonged periods of standing, walking, bending, and reaching. Must have the physical stamina and endurance to work in various field environments and customer locations.

• Skill
  
  Competencies:
  
  Considerable technical skills with the ability to diagnose, troubleshoot, and repair mechanical and electrical systems. Strong understanding of electrical systems, schematics, and diagnostic tools. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences. Strong analytical and problem-solving skills. Customer-focused with a commitment to providing exceptional service. Proficient in MS Office Suite and CRM applications.
  
  Ability to work independently and as part of a team. Valid driver’s license and ability to drive a company vehicle, including towing a trailer. Willingness to travel extensively (50% or more) and work irregular hours.