The technical support representatives are problem solvers for our customers. This internal role works with both internal and external customers to develop value-added solutions that meet customer needs when the customer does not have a standard alternative. This position involves telephone support for customers of Sure Controls, including generating quotations for parts, as well as entry of orders, tracking to ensure on-time delivery.
Essential Duties and Responsibilities:
- Convert obsolete, damaged or OEM parts to core Sure Controls suppliers.
- Assist repairs department in the checkout of incoming and outgoing drive repairs as needed.
- Assist in coverage in the configurations and repairs department as needed.
- Provide backup coverage for robotics applications specialist when out of office. Ability to provide quotes for and field basic questions on core products in robotics distribution portfolio.
- Build and grow customer relationships.
- Promptly respond to customer needs with value-added solutions and solution alternatives that enable customer success.
- Build and grow supplier relationships.
- Follow up on open opportunities to increase wins.
- Continuously work to add to application and product knowledge to assist customers.
- Quoting and placing of orders using Microsoft CRM and Great Plains software
*An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Competencies
Cognitive Skills:
- Interpretation of written and verbal information
- Working Memory – Ability to recall stored, visual images or verbal information.
- Decision Making – Gathering facts, analysis and producing a final choice.
- Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully, develops alternative solutions and works well individually and in group problem solving situations.
Business Acumen:
- Basic Financial Knowledge and Mathematical Abilities (Markup, Margin, Discounts)
- Writing Skills (E-mail, etc.)
Leadership:
- Foster Open Communications
- Meet Customer Needs
- Promote Teamwork
- Think Creatively
- Show Drive and Initiative
- Excellent Time Management Skills
- Emotional Intelligence
Functional Technical Skills
- Customer telephone dialog skills
- Possesses the technical product knowledge of Sure Controls products and services and customer processes of industrial automation, motion, and
- Ability to apply solutions to customer problems (application)
- Technical competence on products and solutions
- Developed understanding of electricity and control systems.
- Mechanical aptitude
- Computing (software and hardware skills) (MS)
- Provide pre and post-sales support to customers via phone and email support
MINIMUM QUALIFICATIONS:
Education: High school diploma
Experience and/or Training: 1 years related experience and/or training; or equivalent combination of education and experience. Account Management & Customer Support experience required. Strong Communication skills (listening, questioning, speaking), Time Management skills. Knowledge of discreet process controls (Eurotherm, RKC, etc.), variable frequency drives, pressure indication and instrumentation, industrial communication protocols, Eurotherm recorder products, power products, and other components used in thermal process industry (heaters, sensors, transmitters). Able to provide customer technical phone support, new application development and support and assist configurations and repairs as needed.
Licenses/Certificates: N/A
Technology/Equipment: Computing/Software Skills including Microsoft Office Suite.
PREFERRED QUALIFICATIONS:
Education Associates or BA/BS Degree
Experience and/or Training 5 years related experience and/or training; or equivalent combination of education and experience. Account Management & Customer Support experience required. Strong Communication skills (listening, questioning, speaking), Time Management skills. Knowledge of discreet process controls (Eurotherm, RKC, etc.), variable frequency drives, pressure indication and instrumentation, industrial communication protocols, Eurotherm recorder products, power products, and other components used in thermal process industry (heaters, sensors, transmitters). Able to provide customer technical phone support, new application development and support and assist configurations and repairs as needed.
Licenses/Certificates: N/A
Technology/Equipment: Computing/Software Skills including Microsoft Great Plains Dynamics and Microsoft Office Suite.
Physical and Mental Demands:
- Sit or stand for extended periods of time.
- Speak and hear communications.
- Occasionally lift or move up to 50 pounds.
Working Environment:
The noise level in the work environment is from moderate to loud. Partial remote work is available for this position.
To apply, please email your resume to [email protected].