Technical Support Specialist - Springfield, OH - Remote

Job Position for DEMAG/R&M

RESPONSIBILITIES:

• Assist in troubleshooting electrical/mechanical components, identify spare parts through bills of material, drawings and manuals, and resolve product warranty issues. Recommend spare parts packages based on equipment usage and applications. Communicate with distributors via telephone, e-mail, fax or face to face.
• Respond to inquiries of sales force and distributors relating to published data, product specifications, product applications and other technical data. Provide feedback regarding product specifications, published documents and other technical materials to appropriate departments. Continually develop technical knowledge of product offering.
• Provide technical assistance and participate in repair/troubleshooting activities at job sites and customer facilities – occasional travel sometimes on short notice because of critical circumstances.
• Prepare warranty and technical proposals for field modifications, spare parts and other services. Enter orders into MRP system and run reports to follow the orders through the entire process from entry to close.
• Provide feedback regarding repeated claims/inquiries based on historical data to appropriate departments.
• Perform other administrative work and project tasks to support the overall goals of technical/warranty support.
• Achieve industry leading customer service.
• Provide professional written and verbal communications and timely processing of proposals and claims. Maintain a high degree of clerical accuracy. Initiate efforts to create an effective team and earn the trust and respect from both customers and coworkers.
• Seek timely solutions to resolve unexpected problems and make significant contribution with little direction. Maintain a timely and thorough responsiveness to inquiries including but not limited to phone calls, voice mails, faxes and e-mails.
• Perform other duties as assigned.

Qualifications

REQUIRED SKILLS & COMPETENCIES:

• Must have well-developed communication and PC skills.
• Must be able to address multiple issues at the same time.
• Strong mechanical/electrical and technical knowledge required.

EDUCATION & EXPERIENCE:

• Associate’s degree in Engineering or equivalent required.
• 5-7 years experience in technical/customer service position required.
• Must have demonstrated experience in solving mechanical and electrical problems.

Additional Information

What we offer:

Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, identity theft protection, accident insurance, travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

With the Demag brand we are one of the world’s leading suppliers of industrial cranes, crane components and comprehensive service. We offer our customers a complete range of cranes, handling equipment and drives for every application – optimized by comprehensive sales and service support. The Demag crane experts always focus on the benefits for our customers – the greatest possible availability, optimum performance and maximum efficiency and reliability.