Technical Customer Care and Sales Associate

About the Role

The Technical Customer Care and Sales Associate serves as the primary point of contact for customer calls, providing patient, knowledgeable support to help customers diagnose and repair equipment. This role also includes a strong sales function, identifying customer needs, preparing sales quotes, entering parts orders, and building customer relationships. Periodic travel to represent the company at trade shows is required.

Responsibilities

• Serve as the primary point of contact for incoming customer calls regarding equipment issues and repairs.
• Guide customers through troubleshooting and repair steps over the phone using effective diagnostic questions.
• Conduct video calls with customers to visually diagnose equipment problems.
• Enter parts orders accurately into the Business Central system.
• Travel to customer sites as needed to help diagnose and repair units on site.
• Identify opportunities to recommend parts, products, or services that meet customer needs.
• Prepare and provide sales quotes to customers.
• Travel periodically to represent the company at trade shows.
• Perform other duties as assigned by your Supervisor.

Requirements

• 1–3 years of customer service, technical support, or related equipment/mechanical experience preferred.
• Basic mechanical aptitude and ability to diagnose equipment issues remotely.
• Strong phone and video communication skills, with the ability to explain technical concepts clearly.
• Experience with or willingness to learn the Business Central order entry system.
• Strong work ethic and ability to work as part of a team.
• Complete support of and willing adherence to Westfield Egg Farm’s mission, vision, and core values.

Skills

• Clearly and effectively conveys technical information, both verbally and in writing.
• Remains patient and calm while walking customers through troubleshooting steps.
• Identifies problems, analyzes solutions, and implements the best course of action.
• Understands and meets the needs of customers, providing support and service.
• Prioritizes tasks based on importance and urgency.
• Works proactively without supervision.
• Pays close attention to detail.
• Maintains high standards of conduct and performance.
• Seeks knowledge and asks insightful questions.
• Handles emotions and stress effectively.

Personal Attributes

• Maintains strict confidentiality regarding privileged information.
• Honest and trustworthy.
• Respectful and demonstrates cultural awareness and sensitivity.
• Flexible and adaptable.
• Demonstrates sound work ethics.
• Team player with a servant leader attitude.

Physical Requirements / Environmental Conditions

• Regularly required to sit and use a computer, telephone, and video conferencing equipment for extended periods.
• Occasionally required to stand and move about the facility, including the shop floor.
• May occasionally travel to customer sites.
• Must frequently lift and/or move parts and inventory; assistance required for lifting more than 50 pounds or use of a forklift.
• Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus.
• Must be able to hear and communicate clearly by phone and video.
• Occasionally exposed to fumes or airborne particles, soaps and/or chemicals, outdoor weather conditions, moving mechanical parts, and vibration.
• Exposed to cold and heat.
• Noise level in the primary work environment is usually low to moderate; may be moderate to loud when visiting the production floor.

Schedule

8 am – 5 pm, Monday - Friday