Customer Support Specialist

Vogelsang USA, LTD is a globally recognized leader in positive displacement pumps, in-line grinders, and advanced fluid handling solutions. Our products serve a variety of industries, including industrial, municipal, agricultural, and wastewater treatment applications. With a strong commitment to innovation, quality, and customer satisfaction, we provide cutting-edge pumping and grinding technology designed for high performance and reliability.

As we continue to grow, we are looking for a highly experienced and technically proficient Application Engineer to join our team and play a vital role in supporting our customers, sales team, and distributor network.

Summary

We are seeking Customer Support Specialist to join our team to work closely with internal teams (engineering, project management, and sales) to provide technical assistance and support to our customers in resolving issues related to our sludge and solids handling products. Provide administrative support to our application engineers and national sales managers by entering orders and establish customer support in the way of directing queries to the appropriate parties.

Key Responsibilities

·       Accurately enter and process customer orders into the ERP system.

·       Work closely with service department personnel to ensure currency with recent technical updates.

·       Serve as the primary point of contact for customer inquiries.

·       Diagnose and troubleshoot technical issues and provide effective solutions.

·       Collaborate with engineering and sales teams to resolve complex technical problems.

·       Guide customers through troubleshooting processes and offer solutions to common problems.

·       Provide accurate information about products, services, and company policies.

·       Assist customers with technical questions related to pump operation, maintenance, and installation.

·       Work with the project manager for North America and US operations to create technical documentation (for example work instructions or operation and maintenance manuals).

·       Provide feedback to customers on status of orders.

·       Ask for special forms in O&M process, have them filled out and added to DMS for O&M.

·       Email pdf of Submittal / O&M to customer when it is available.

·       Create ‘Comments in Word / Submittal Comments in Word’ when customers have questions on Submittal or O&Ms that need addressed.

·       When in pA Prospects and Contacts, clean up multiple entries for same company/location. Archive or delete, whichever is needed.

·       Ensure that ADS are processed in a timely manner and released to ProALPHA.

·       Other duties as assigned.

LEADERSHIP
Maintain a positive, upbeat role in the Company.  Promotes and exemplifies Company values and represents departmental objectives and interests to internal and external customers.

CUSTOMER SERVICE
Follows up on complaints, questions, and concerns that come to the department; responds to customer needs in a timely and efficient manner.  Develops and promotes teamwork and cooperation amongst colleagues and employees

Incumbent must be flexible to changing policies and procedures, as well as varying deadlines.

SUPERVISORY RESPONSIBILITIES:

None.

Requirements

Qualifications:

·       Education and/or experience – High School Diploma or GED, plus minimum of two (2) years of related experience with Agricultural or Construction parts sales or technical support. 

·       Language Skills – Excellent written and verbal communication skills required.  Ability to effectively present information and respond to questions from clients, employees, and the general public.

·       Mathematical Skills – Ability to calculate figures and amounts such as discounts and percentages.

·       Reasoning Ability – Ability to solve practical problems and deal with a variety of variables.  Ability to interpret a variety of instructions furnished in written, and/or verbal form.

·       Required Technical / Other Skills / Licenses – Working knowledge of Microsoft Office applications. General knowledge of agricultural, municipal and/or construction applications.

·       Ability to multi-task, prioritize, and meet deadlines.  Must be proactive and motivated.

PHYSICAL DEMANDS – The physical demands described here are representative of those that must be met by an employee to successfu