Customer Support Technician

Overview

ESPEC North America (ENA) is partner in environmental and accelerated reliability test chambers and solutions with a long history and deep expertise in making the world a better place through better quality, higher reliability products.

We are looking for a Customer Support Technician to join our Customer Support Department.

8:00AM - 5:00PM Monday - Friday.

• Assists customers in locating correct replacement parts and basic chamber operation.
• Documents all Customer Support phone calls in the designated software program and ensures relevant E-mails are linked and shared with Sales, Service, and Management.
• Responsible for generating service quotes and completing all associated documentation in support of service sales to customers.
• Develops quotes for customer chamber services including calibration, preventative maintenance, and replacement parts.
• Creates service request orders for warranty, parts and service.
• Provides information to the Field Service Manager to facilitate the scheduling of installations, start‑ups, service, and warranty work for standard and custom products.
• Creates and follows up on returned material authorizations (RMA’s) for warranty parts that are required to be returned.
• Conducts pre‑shipment inspections of service orders in production, noting any potential installation or start‑up issues and providing sign‑off approval.
• Assists in the preparation of ship kits for custom chambers and jobs prior to shipment.
• Interfaces regularly with the Test Department to stay up to date on equipment changes.
• Develops solutions and troubleshooting guides based on information provided by managers or technicians.
• Organizes and coordinates in‑house materials to ensure Field Service Technicians have all necessary items for large installation projects at the job site.
• Performs other duties as assigned.
• Regular, physical attendance is required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability that may be necessary for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED) required.
• Associates degree or minimum of 2 years of Technical Training (college or trade school) preferred.

• Must possess the ability to effectively browse the internet and conduct online research.
• Strong working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, and Email) is required.
• Ability to use an ERP system required.
• Must possess excellent data entry abilities.
• Prior customer service experience preferred.
• Candidates must possess a working knowledge of manufacturing database systems, a basic understanding of Bills of Material (BOMs) within a manufacturing environment, and excellent technical writing skills.
• Ability to add, subtract, multiply, and divide required.

• Continuous Learning:
  Seeks feedback to improve performance; proactive in learning new technologies and industry best practices.
• Use of Technology:
  Uses technology to increase productivity.
• Troubleshooting & Problem Solving:
  Possesses the ability to diagnose and resolve technical issues with hardware and software; strong analytical and problem‑solving skills to identify root causes of issues.
• Customer Interaction:
  Possesses strong interpersonal and customer service skills; patience and empathy when dealing with frustrated customers; ability to build rapport and maintain a positive customer experience.
• Time Management & Organization:
  Manages multiple tasks and can prioritize effectively; strong organizational skills to manage customer issues and maintain accurate records.
• Technical Documentation:
  Possesses the ability to read and interpret technical documentation (manuals, knowledge base articles); documents technical issues and resolutions effectively.
• Communications:
  Keeps others adequately informed; selects and uses appropriate communication methods.
• Teamwork:
  Works effectively…