Technical Application Support Specialist

About RS Group

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses. We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better. These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond.

 

About the Role

As a member of the Services & Solutions Team, this role plays a key part in the delivery of Technical Solutions in the Americas.  It supports regional and global objectives to establish RS as the first-choice technical destination for customers and strategic supplier partners, while liaising closely with adjacent Solutions teams across Custom Order Solutions, Procurement Solutions, and Supply Solutions.

 

Our customers include industrial manufacturing plants, machine builders, & system integrators.

Technical Solutions supports our customers throughout the lifecycle of their projects, with both self-help and live support.  Our services range from basic product selection, to consultation, and design. Through close collaboration with Product and Supplier Management, the team also contributes to stronger supplier relationships by establishing confidence in RS’s technical competence and solution capability.

 

Role Purpose

The primary function of the Technical Application Support Specialist is to assist our salespeople & customers with questions they have relating to products we offer.  This typically includes product selection, material list creation, and providing product information.  The Specialist will mainly support Mechanical & Fluid Power (MFP) including pneumatic and mechanical motion components but will also support industrial automation & controls. 

 

Responsibilities

• Product applications & support

• • Provide product specific answers to questions escalated to Technical Support through a variety of channels including the ticketing system, customer support, phone, email, chat, etc

• • • Product selection based on specifications
    • Competitive cross-reference
    • Product questions

• • For pneumatic and mechanical components, the Specialist may need to perform sizing calculations using digital sizing tools and/or excel.
  • Seek to understand the customer’s application and investigate opportunities to provide a solution rather than a single part
  • Ensure support cases are properly documented in the Service Desk applications

 

• KPIs, Continuous Improvement, & Operational Efficiency

• • Monitor personal performance metrics including case volumes, SLA, revenue attribution, and customer engagement. Focus on continuous improvement.
  • Assist with the development & adoption of tools that improve operational efficiency
  • Identify & document self-help resources that can be utilized by salespeople & customers

 

• Training & Development

• • Participate in a training & development program, including basic and advanced supplier training
  • Assist with training sales teams and other personnel.

 

• Collaboration:  Region / Group / Cross-department

• • Collaborate with Technical Product Support Specialists, Application Engineers, Customer Service teams, Product & Supplier Management, & sales teams to ensure customer satisfaction
  • Collaborate with global peer tea