Technical Support Representative

Job Description

 

The Technical Support Representative will provide the technical support to distributors and customers relative to all Danfoss Fluid Conveyance products including hoses, fittings, connectors, and assembly equipment. by analyzing product information and applications and determine potential solutions. Assist with competitor product conversions and maintaining related Technical Support databases. Interfaces with Sales Teams, Account Managers, Customer Service Representatives, Field Service Representatives, Quality Control, Product Engineering, Manufacturing teams, Supply Chain Management, Product Managers, etc. The Technical Support Representative to provide world class customer support that strengthens Danfoss’s competitive advantage.  Manages customer accounts and executes tactical Customer Support objectives.  Drives a continuous improvement culture throughout the organization.

Job Responsibilities

 

Responsibilities for this position include, but are not limited to, the following. 

• Analyze and interpret customer product inquiries quickly, determine and effectively communicate potential solutions.
• Researching information of the requested products and the customer’s application.  
• Ability to manage responses to multiple inquiries at one time and present the requester with solutions in a timely manner.
• Respond to customer inquiries via phone, email, and chat. 
• Track and document inquiries and subsequent solutions into group database for purposes of tracking key metrics and sharing technical information.
• Establish key contacts within the organization as product / technical support resources. Mentors, motivates and coaches team members; acts as an employee advocate.
• Stay current on Danfoss products and develop expertise in Fluid Conveyance products and capabilities to aid the overall strength of the group.
• Act as a technical resource within Danfoss Hydraulics for support and training purposes.
• Beyond the immediate response to inquiries, provide training and direction to distributors and customers for their technical support needs.
• Provide training and guidance to distributor locations through web or on-site training.
• Advise user of correct procedures and product usage. 
• Provide feedback to other Danfoss functions including Marketing, Sales, Field Services and Communications related to Danfoss products.
• Accumulate and evaluate data pertaining to product at all necessary levels of use and provide solutions to customer and Danfoss Fluid Conveyance division
• Responsible for sales and service at all levels of need down to the end user. Serves as customer contact once product is shipped from Hydraulics division regarding service, trouble shooting and repair.
• Promotes customer satisfaction and achieves cycle time reduction through team-based problem-solving. Actively participates in cross-functional company-wide teams to assist in quality improvements, process improvements, business system enhancements and process standardization.

 

Background & Skills

 

Required (basic) qualifications

• Associate and/or Bachelor of Science degree in technical field from accredited university.
• Technical experience 
• Experience reading engineering drawings and specifications.
• Must be authorized to work in the United States without company sponsorship, both now and in the future
• No relocation benefit is being offered for this position. Candidates within a 50-mile radius of Eden Prairie, MN preferred.

Preferred qualifications

• Bachelor's degree from an accredited institution.
• Technical experience related to hydraulics.
• CFPS/CFPE certification.
• Broad range of computer skills associated with Salesforce OneCRM, SAP, Teamcenter, Excel spreadsheets, data analytics, and webinar tools.

Job Criteria

• Strong prioritization and time management skills due to high call volumes requiring practical