PSG Technical Support Representative

: Position Summary The Technical Support Representative is an integral member of the Product Support Group (PSG) at Tronair. The Representative will interact professionally with internal and external customers to ensure accurate and timely responses to customer inquiries. The representative is responsible to deliver an outcome-oriented, technically competent, and customer focused experience that is the benchmark for excellence in service delivery within the company and the industry. Essential Functions

• Interact with customers, by email and telephone, to deliver quality service and technical support in an efficient and timely manner
• Troubleshoot and resolve reported product faults in the field
• Identify and escalate priority issues to appropriate departments
• Process and manage customer items that are returned for repair
• Follow up and make scheduled call back to customers as needed
• Accurately process and record data using a computer and designated tracking system
• Uses good judgement and regularly demonstrates consistent attention to detail
• Work in a team environment while executing the daily functions of the Product Support Group

Qualifications

• Prior experience providing technical support to customers by telephone, preferably with GSE equipment or in a manufacturing environment.
• Prior knowledge of hydraulic, pneumatic and electrical systems
• Ability to read prints, schematics and/or diagrams
• Computer proficiency with MS Outlook, Word, and Excel and ability to learn other Tronair systems
• Ability to calculate figures and amounts such as prices, discounts and percentages
• Associate's Degree (AA or AS) from an accredited institution of higher education or technical school.
  • In lieu of a degree, an equivalent amount of education, training and/or experience may be substituted for these requirements.

• Friendly, engaging demeanor
• Use and apply active listening skills
• Communicate clearly and effectively in verbal and written forms
• Ability to self-motivate and work with minimal supervision to complete tasks
• Ability to demonstrate problem solving skills for issues of moderate and technical complexity
• Displays ownership and a sense of urgency to resolve situations

Physical Requirements

• Ability to travel up to 10% of the year
• Ability to sit for extended periods of time, particularly when working on the computer
• Ability to walk and/or stand for periods of time, particularly when in the manufacturing facility
• Ability to lift or move up to 25 pounds occasionally unassisted
• Ability to bend or stoop occasionally
• Ability to work in a fast-paced environment
• Ability to follow all safety requirements
• Ability to use standard office equipment (copier, fax, telephone, computer, etc.)

Work Environment

• Manufacturing shop and office environment
  • Exposure to noise, fumes, and dust, while in the manufacturing facility.
  • Office environment is usually quiet.

This reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Critical features of this job are described under the headings above. They are subject to change at any time in the course of normal business operations. Tronair is an EEO/AA employer - M/F/Disabled/Veteran