Technical Advisor jml

The primary focus for this role will be to support the Parts Department and provide documentation and analysis for Warranty.

Qualifications

· Requires technical knowledge of mechanical, electrical, hydraulic, variable frequency drives (VFDs) and Programmable Logic Controllers (PLCs) components

· Requires the ability to read and comprehend engineering drawings, schematics, component specifications, service, installation and owner manuals

· Excellent communicator with a high level of customer service skills and commitment to resolving problems

· Self-motivated and have a proactive approach to their work and their ability to work to targets and deadlines

· Organized, methodical with an eye for detail

· Requires the ability to learn and understand the product line, their components and the interactions between product components

· Requires computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook)

· Requires knowledge of ERP systems and the ability to become fluent in Epicor M2K

· Requires excellent research and problem-solving skills and the ability and desire to participate in the development and implementation of practical solutions

· Requires excellent external and internal customer service skills

· Requires excellent communication skills and fluency in English to effectively relay verbal and written information in an effective, tactful and diplomatic manner

· Requires self-motivation and the ability to work independently and as part of a team

· Requires the ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high-quality detail work

· Requires the ability to use basic office equipment: fax, voicemail, copier, calculator, etc

· Requires the ability to travel occasionally within and outside of the U.S. by air and/or ground transportation

Responsibilities

· Under the direction of the Field Technician Supervisor and in concert with corporate and department goals, the Technical Advisor is a customer-focused individual that has strong attention to detail and problem-solving ability to best serve our dealers, customers, installers and work closely with our parts and service team to provide top-level support

· The Technical advisor is responsible for responding to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers and Installers for technical support and troubleshooting of all Vertical Reciprocating Conveyor (VRC) product lines in accordance with company procedures and policies and codes, regulations and best practices

· Maintaining customer relationships is key as well as protecting companies reputation as the leader in VRC quality and service

· The primary focus for this role will be to support the Parts Department and provide documentation and analysis for Warranty

· This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time

· Receives and responds to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers and Installers for technical support and troubleshooting of all products, recommending upgrades when needed, with a sense of urgency

· Provide technical support to the Parts – CSR’s to resolve product or service requests regarding parts orders or technical inquiries by looking up part information to determine if parts were missed in shipment or on back order

· Work closely with Parts – CSR’s to determine parts needed by researching and combing through bills of material

· Provide troubleshooting assistance to diagnose technical issues and walk customers through the steps needed to fix various problems and provide support to dealers/installers on installation inquiries

· Resolve technical parts inquiries via telephone, email and internal communications by various methods

· Enter, review and process warranty-claims for products

· Follow-up on pending warranty claims to bring resolution

· Work with Service Manager to identify root causes of warranty errors and document, track and maintain data in ERP system

· Alerts Product Support Manager of any concerns or issues and assists in the resolution as directed

· Provides telephone and on-site assistance and training to Customer Support Representatives, Field Service Technicians, Regional Sales Managers and other internal personnel for customer support and education

· Participates as a member of company committees, projects and team meetings as needed

· Exemplifies companies Values in all interactions

· Works safely and follows all company safety rules

· Primary focus of all business-related efforts is, and must remain that of promoting excellence in all products

· Collaborate with internal departments including but not limited to manufacturing, sales, engineering and purchasing to assist in process improvement

· Providing training to Product Support Team and recommend improvements to streamline processes and efficiencies as directed

· Develop and maintain a thorough knowledge of all company products, parts, policies and procedures

· Take on projects or other assignments as needed

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