Technical Service Agent

Position Summary

This associate is responsible for supporting customers, customer service, field sales along with other members of the technical sales department to both increase the technical competency across the company and to be a technical support resource. Work includes providing technical details to support customer inquiries, developing bills of material and supporting component selection based on user applications.

• Execute exceptional service by supporting end-customers and internal customers with the following:
  • Technical information inquiries
  • CSR technical inquiry regarding P/N selection
  • Vague quote requests assistance, including review potential no-quotes prior to sending to customer
  • Part number and BoM development from drawings take-offs and specifications
  • Part number configurations along with in-stock support
  • Part number identification from competitor part number or pictures
  • Item master creation, maintenance, and governance of Swagelok parts
  • Level 1 assembly item master and BoM creation
  • Level 2 assembly item master and BoM creation
  • Level 3 sales quotation and BoM entry in SAP
  • Level 3 sales order entry within 24hours of receiving PO
  • Field service sales quotation, sales order, and copy to invoice in SAP
• Consistently resolve Technical Service tickets within the target SLA for each request type
• New hire onboarding technical T&D
• Application cross-pollination (trending incoming questions and spread information)
• Maintaining a knowledge management system for technical inquiry self-service
• Own the response while utilizing all available resources to provide the best answers and solutions

• Synergize the team’s efforts to optimize the customer experience by utilizing all available resources
• Coordinate with Field Engineering on the quotation and ordering of Level 3 Systems including scheduling and BoM Management
• Collaborate with Swagelok Technology Center on Level 4 Assembly Solutions quotes

• 4-year degree or equivalent work experience in fluid systems field. Strong technical proficiency through demonstrated work with fluid system applications and components.
  
  Experience:

• Demonstrated ability to communicate well within an organization
• Extensive experience interacting, and communicating with customers
• Demonstrated ability to work effectively in teams
• Knowledge of broad range of fluid system components and applications

• Ability to manage multiple priorities
• Strong technical competency with ability to read technical drawings
• Excellent written and verbal communication skills
• Proficient at Microsoft suite of products
• Application experience with Zendesk and SAP B1 is preferred

Physical Requirements:

Office Environment/Hybrid # Direct Reports:0

# Indirect Reports (co-ops, temporary associates): 0 Time Spent Traveling outside of service area: 0% Estimated Budgetary Responsibilities: none