Technical Customer Support Representative

4 weeks ago

Elk Grove Village, United States Genfare Full time

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

As part of Detection and Measurement, Genfare is a leader in configurable fare collection systems in the public transit industry. By creating high quality equipment and payment systems to improve the rider experience, we empower equitable mobility and provide services to better connect communities.

How you will make an Impact (Job Summary)

The team is responsible for serving as the main point of contact and gatekeeper for all client communication: calls, emails, live chat, etc., Is proficient at answering all inbound calls, directing customer inquiries based on client needs, creating support tickets, looking up client product information and support status; answering emails, directing emails from group mailboxes, following up in a timely manner, conducting live chat, working with multiple customers at the same time and is open to new forms of communication as they develop. This team leads all parts, media, and technical support quotations and purchase order conversions for the business.

Is an exceptional trainer of the team and sets a good example as a client advocate who takes the time to understand the client's need, translate this need into action, and see all requests through completion even when transitioned to another team. Is comfortable with conflict and is able to work with the client to reach a positive resolution.

Is collaborative with internal teams in addressing client issues from finance and repairs to technical support and senior leadership. Is willing to step out of their comfort zone to develop proactive solutions to meet our client needs.

Comfortable reviewing pricing strategies on parts, reviewing delivery performance against committed requests and shipment dates, preparing statistical and analytical reports, handling information requests, and performing clerical functions such as preparing correspondence, scheduling, and supporting business functions in several departments as needed.

What you can expect in this role (Job Responsibilities)

Creates quotations and convert orders for parts, media, repairs and technical services

Reviews pricing strategies and delivery performance of all parts orders

Collaborates with peers to identify process improvements to elevate the client experience

Answers all inbound correspondence: telephone, email, and live chat, transferring to appropriate departments as needed

Proactively support Customer Care team members in resolving problems and preventing them from occurring when possible.

Must be able to remain calm and professional in all circumstances

Demonstrate a high level of follow through to see calls, emails and client direction through resolution

Enter customer technical support tickets

Performs data entry and exports of customer information, creates quotations, converts orders using the SAP Software system

Coordinate all customer training with the technical services and field services teams

Generates and manages reports in excel

Tracking revenue monthly by department

Issuing assignments or escalating work efforts as needed

Manages and releases invoices for customer payment as needed

Completes special projects as directed by Management

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:


Required Experience

5+ years of experience in the field or related area

Equivalent combination of education and experience

Preferred Knowledge, Skills, and Abilities

Excellent written and verbal communication skills;

Knowledge of SAP software, CRM software, Customer Portal software and Microsoft Office Suite

Common sense understanding to carry out instructions furnished in written, oral or diagram form

Exceptional attention to detail and accuracy

Customer service oriented

Proactive attention to detail and accuracy

Positive attitude and collaborative approach

Adaptability and flexibility to learn new skills to meet the changing business needs

Strong ability to work with people at all levels within and outside of the organization

Familiarity with fare collection desirable

Education & Certifications

Bachelor Degree preferred/ not required


How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave

Competitive health insurance plans and 401(k) match, with benefits starting day one

Competitive and performance-based compensation packages and bonus plans

Educational assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.

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