Product Support Specialist
About the Company
For more than 100 years, Modine has solved the toughest thermal management challenges for mission-critical applications. Our purpose of Engineering a Cleaner, Healthier World™ means we are always evolving our portfolio of technologies to provide the latest heating, cooling, and ventilation solutions. Through the hard work of more than 11,000 employees worldwide, our Climate Solutions and Performance Technologies segments advance this purpose with systems that improve air quality, reduce energy and water consumption, lower harmful emissions, enable cleaner running vehicles, and use environmentally friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (U.S.), with operations in North America, South America, Europe, and Asia.
L.B. White Company, a Modine company and leader in heating and climate solutions for agricultural, commercial, and industrial markets, is seeking a Product Support Specialist to provide technical support to customers, distributors, and internal teams.
Responsibilities
- Preparing technical documentation, including manuals (30% or more of the role).
- Providing phone support at the Onalaska facility (50% or more of the role).
- Troubleshooting and/or repair of highly engineered L.B. White heating equipment or R Supply CoolCell products via telephone, video chat, or email.
- Traveling to sites or installations for multiple days to provide hands-on troubleshooting and/or repair of products.
- Providing application assistance; performing application reviews for customers based on their needs and developing application guidelines for each site.
- Performing failure rate/failure trend analysis and communicating trends to product engineering.
- Developing and conducting in-house and remote service schools and training programs for sales, marketing, and manufacturing, focusing on technical aspects of safe product use.
- Developing and maintaining technical literature, including owners' manuals and service bulletins.
- During the off-season, conducting lab tests and participating in the development of products and competitive evaluations.
Requirements
- A minimum of 2 years of experience troubleshooting technical products by phone and email.
- Strong interpersonal and communication skills.
- Proficiency in Epicor, MS Office Suite (Word, Excel, and Outlook).
- Analytical abilities with good attention to detail.
- Travel required (up to 25% of time), sometimes with last-minute notice.
Schedule
Required work hours for this position are 8:30 a.m. to 5:00 p.m. to ensure coverage during technical support phone service hours.
Benefits
Health & Well-being
- Day One competitive health, dental, and vision insurance coverage.
- Employee Assistance Program (after 90 days of continuous employment).
- Maternity Leave: 12 weeks at 100% pay.
- 8 weeks of short-term disability leave paid at 100%.
- 4 weeks of paid parental leave paid at 100%.
- Paternity Leave: 4 weeks at 100% pay.
Financial Benefits
- 401k Retirement plan with company-paid match.
- Life Insurance.
- Health Savings Account (HSA) with employer contribution.
- Flexible Spending Accounts (FSA).
- Short Term Disability (company paid).
- Long Term Disability.
Work-Life Balance
- Competitive time-off policies.
- Tuition Reimbursement.
Pay
The salary range for this position is estimated in good faith to be [minimum amount – maximum amount]. The specific offer will depend on the candidate’s qualifications, experience, and other job-related considerations but will be within the stated range.
This position is not eligible for any form of sponsorship (e.g., OPT or H1B visa status) now or in the future. Only individuals authorized to work in the United States now and for the foreseeable future will be considered.