Technical Support Representative

Job Description

Job Description

Job Summary:

We are seeking a knowledgeable and customer-focused Technical Support Representative to join our team, specializing in industrial motor products. This role is critical in providing technical assistance to customers ensuring quick and effective resolution of technical issues and inquiries.

Responsibilities:

• Diagnose technical problems, provide effective troubleshooting solutions, and ensure customers receive the assistance they need.
• Act as the escalation point for technical issues, ensuring prompt and satisfactory resolutions.
• Maintain meticulous records of customer interactions and solutions in our support systems.
• Serve as a champion for ABB MMI PGs (Product Groups): 4130-LAC, 4187-Services, 4133-IEC, 4156-NEMA, 4257-IMD.
• Demonstrate proficiency in all quoting modules, including CUUSAMO, Machsize, ALL BUS Configurators, Motisize, and Drivesize.
• Assist outside sales reps in creation or preparation of quotes.
• Lead and/or assist in customer training sessions.
• Stay current on industry trends, and training to ensure technical expertise is up to date
• Effectively manage Salesforce entries for efficient customer tracking.
• Effectively manage Monday.com when needed.
• Collaborate closely with the Inside Sales team to support warranties and CCRPs (Customer Care and Reliability Programs).
• Responsibilities are subject to change.

Decision-Making:

• Make informed decisions regarding the most suitable troubleshooting approach for various technical issues.
• Determine when an issue requires escalation to higher-level support for resolution.
• Communicate technical solutions clearly and concisely to non-technical customers.

Team Collaboration:

• Foster collaboration among technical support representatives, product development, and engineering teams.
• Identify recurring technical issues and contribute to knowledge bases for self-service solutions, improving efficiency and customer satisfaction.

Basic Qualifications

• High School Diploma or GED and 6 years' experience in technical support, field service, or engineering role in the industrial motor or automation industry
• Associate degree and 4 years' experience in technical sales or technical support or customer service, or
• Bachelors' degree and 2 years' experience in technical sales or technical support or customer service