Customer Support Representative - (Technical Manufacturing - Spare Parts & Service)

Company Description

Syntegon is a leading global process and packaging technology provider. Formerly the packaging division of the Bosch Group, the company, headquartered in Waiblingen (Germany), has been offering complete solutions for the pharmaceutical and food industries for over 50 years. More than 6,000 employees at 30 locations in more than 15 countries. The portfolio of intelligent and sustainable technologies includes stand-alone machines, as well as complete systems and services.

Welcome to Syntegon Technology Services!

Our industry-leading Aftermarket services include Spare parts provision, Equipment Modernizations, and world-class technical Field Services. Our courteous, knowledgeable and customer-focused representatives set the bar for proactive customer support and relationship building, meeting and exceeding our customers' expectations for parts provisioning. Our modernization services range from standard technical upgrades to complete machine rebuilds. They are always in line with current safety regulations and draw on cutting-edge technology. We assist Customers in producing new packaging formats on upgraded machinery and in maintaining their existing line layouts. Our experts support customers on-site and help them to achieve increased durability, higher efficiency, and improved availability. Our Field Service technicians offer excellence in equipment knowledge, striving and providing favorable, effective, and efficient outcomes. Ultimately, our holistic approach can lead to an extended lifespan of the customer’s equipment and maximization of their profitability.

Do you want beneficial technologies to be shaped by your ideas?  With us, you will have the chance to improve your quality of life all across the globe. Welcome to Syntegon where Everyone Counts.

Job Description

Position Summary: We’re a fun customer-focused team whose personalities win the show of course! Being customer focused takes great processes such as:

Evaluating, quoting, processing and expediting customer requests. This is how we ensure enhanced customer satisfaction. We love an individual who loves to assist with special projects.

Now that we’ve gone over primary responsibilities, let’s get into what the day to day essential functions look like:

Essential Functions:

• We’re pretty parts and service heavy so our customers submit request by phone, fax, or email. You’ll need to process requests within a timely manner.
• Our customers need an advocate. Does that sound like you? You’ll need to be confident working with our Centers of Competence, plants and third-party suppliers.
• Customers want it right the first time! You will identify and report inaccuracies in customer information, parts, pricing and be our rockstar in quality management.
• Market intelligence is a high priority to secure and enhance market position. Your assistance is key.
• You will foster a cross-collaborative environment with our AR Department in effort to resolve/alleviate past due invoices.
• Customers need us to process repairs, returns and credit memos so we need our customer success teams make recommendations to the management team concerning improvements to process.

Additional Responsibilities & Travel:

• Lift 25lbs on a regular basis as necessary
• Minimal travel domestically and possibly internationally - less than 5% of the time

Qualifications

BASIC REQUIREMENTS:

• Must have a minimum of 3+ years of Customer Support and Inside Sales experience
• Must have at least 3+ years in each of the following areas:
• • College at an accredited university
  • Experience working with an ERP system
  • Working with MS Office (Word, Excel, Teams, and Outlook)
  • Conflict resolution experience communicating in a technical customer service capacity both verbally and in writing
• Must possess a minimum of 1+ years of experience reading technical documents and assembly drawings (BOMs, diagrams, blueprints, or schematics)

PREFERRED QUALIFICATIONS:

• Experience with SAP (SD, MM modules) is highly desired
• Strong interpersonal skills and the ability to function as a team player
• Able to thrive in a changing environment 
• Sense of urgency to get the job done
• Well organized demonstrates good time management and prioritization
• Problem-solving and customer management experience.  
• Self-motivated and show initiative  
• Bi-lingual skills in Spanish, are highly desired

Additional Information

Syntegon Technology is a proud supporter of STEM (Science, Technology, Enginee