Technical Support Specialist

FMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The Nesta Flex and Best Flex brands lead the market in flexible gravity and powered conveyors, while Maxx Reach and Best Reach 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:

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.

FMH Conveyors is adding a Technical Support Specialist to our Lifecycle Services team, responsible for leading the technical support efforts as the liaison between customers and internal resources. This position is responsible for the prioritization, support and execution of all technical support-related jobs and inquiries. This position is expected to analyze technical support requests and provide resolutions for our customers. The Technical Support Specialist is also responsible for analyzing warranty requests, fulfilling quotes for service, and creating SOPs and RCAs to prevent reoccurring issues.

POSITION DUTIES & RESPONSIBILITIES include the following, other duties as assigned.

Manage, handle, and resolve incoming technical support inquiries

Provide timely support to customers

Assign or escalate 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

Observes safety and security procedures;
Uses equipment and materials properly;
Reports potentially unsafe conditions POSITION REQUIREMENTS:

EDUCATION:

Technical or Associates 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. The employee is 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 ADDITIONAL INFORMATION:

FMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The Nesta Flex and Best Flex brands lead the market in flexible gravity and powered conveyors, while Maxx Reach and Best Reach 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.
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