Technical Support (Manufacturing)

About the role

Hybrid role based in Jackson, WI with one week per month on-site.

Responsibilities

• Provide technical support via phone and email to dealers, end-users, contractors and the dealer network
• Resolve electrical and mechanical problems encountered before, during, and after product installation
• Communicate and coordinate with internal departments to ensure accurate and timely resolution
• Accurately process and record call and email transactions using computer software
• Assist in department process improvements to maintain industry-leading technical support
• Support Engineering on R&D projects both in-house and in the field
• Provide technical guidance to the Parts department on custom orders
• Travel occasionally to customer sites to resolve onsite problems

Qualifications

• Ability to lift 50–70 pounds occasionally
• Occasional domestic travel (≈20%) by car, airplane, etc.
• Minimum two weeks at each manufacturing facility (Jackson, Hartford) to understand product components
• Industry experience in high-speed doors, material handling or dock levelers preferred
• Commercial or industrial electrical background; working knowledge of relay logic, electrical control systems, and solid-state technology
• Excellent verbal and written communication skills with strong phone etiquette
• Working knowledge of Salesforce
• Ability to document calls with proper categories and codes
• Experience using Five9 phone system
• Ability to use SAP sandbox for mock quotes and orders
• High attention to detail and accuracy for problem analysis and solutions
• Mechanical aptitude
• Valid passport
• Ability to read, analyze, and interpret technical manuals and drawings
• Ability to write routine reports and correspondence
• Ability to speak clearly and effectively before customers or employees
• Ability to present information to management
• Basic math proficiency: add, subtract, multiply, divide; compute rates, ratios, and percentages; interpret bar graphs
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret technical instructions in mathematical or diagram form and handle multiple abstract and concrete variables

Preferred Qualifications

• Associate’s degree or equivalent from a two-year college or technical school; or two to four years of related customer service/troubleshooting experience; or equivalent combination of education and experience

Benefits

• Benefits commence 30 days after the start date

Pay

$25.75 – $30.50 per hour, paid weekly

Schedule

8:00 am – 4:30 pm, Monday–Friday