Customer Support Technician II

Description

About The Company 

ESPEC North America (ENA) is partner in environmental and accelerated reliability test chambers and solutions with a long history and deep expertise in making the world a better place through better quality, higher reliability products.

Mission

We continually aim to grow and evolve by building mutually responsive, innovative partnerships with our customers, vendors, and strategic allies, and creating opportunities for our team members. Our cornerstone is to be the most reliable and accessible supplier of testing solutions.

We are hiring a Customer Support Technician II for our Customer Support team. We offer an awesome benefits package, no mandatory weekend work, clean environment, and opportunities for advancement! 

Hours: Full-time, Monday-Friday 8:00am-5:00pm (Hybrid position)

Essential Duties and Responsibilities

• Assists Field Service Technicians, subcontractors, and customers in troubleshooting technical problems with environmental chambers.
• Documents all Customer Support phone calls in the designated software program and ensures relevant E-mails are linked and shared with Sales, Service, and Management.  
• Responsible for generating service quotes and completing all associated documentation in support of service sales to customers. 
• Develops quotes for customer chamber services including calibration, preventative maintenance, and replacement parts.
• Creates service request orders for warranty, parts and service.
• Collaborates with Application Engineers and customers to create custom options and quotes through the use of SER's.
• Provides information to the Field Service Manager to facilitate the scheduling of installations, start-ups, service, and warranty work for standard and custom products.
• Creates and follows up on returned material authorizations (RMA’s) for warranty parts that are required to be returned.
• Conducts pre-shipment inspections of service orders in production, noting any potential installation or start-up issues and providing sign-off approval.
• Assists in the preparation of ship kits for custom chambers and jobs prior to shipment.
• Interfaces regularly with the Test Department to stay up to date on equipment changes.
• Assists in creating solutions for troubleshooting and service repairs.
• Creates service documentation and troubleshooting flow charts to keep Field Service 
• Technicians and overseas distributors informed of changes and upgrades.
• Organizes and coordinates in-house materials to ensure Field Service Technicians have all necessary items for large installation projects at the job site.
• Regular, physical attendance is required.
• Performs other duties as assigned. 

Requirements

• High school diploma or general education degree (GED) required.
• Associates degree or minimum of 2 years of technical training (college or trade school) preferred.
• A minimum of 2 years of experience working for a capital equipment manufacturing company is required. 
• Ability to add, subtract, multiply, and divide required.
• Must possess the ability to effectively browse the internet and conduct online research.
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Email), is required. 
• Ability to use an ERP system required.
• Must possess excellent data entry abilities.
• Candidates must possess a working knowledge of manufacturing database systems, a basic understanding of Bills of Material (BOMs) within a manufacturing environment, and excellent technical writing skills. 
• Must have a basic understanding of refrigeration and electrical parts and their functions. 
• Familiarity with refrigeration and electrical schematics is required. 
• Knowledge of ISO/IEC 17025 calibration services and their scope of accreditation is preferred.
• 3 years of customer service experience is preferred.