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Technical Support Representative

2 months ago

East Wakefield, United States The Baker Company Full time

In this role, you provide service to our customers by answering their technical questions about our products and help troubleshoot potential mechanical and electrical issues over the phone. You also help coordinate the repair and maintenance of our products under warranty. This position comes with a great benefits plan and a comprehensive training program. If you enjoy customer service and troubleshooting, we would love to hear from you.

For 75 years, The Baker Company in Sanford, ME, has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments. Our products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, offer unmatched user and product protection for various applications. We design and build the equipment that is used every day in cutting-edge biological and pharmaceutical research by some of the world's leading companies and research organizations.

Technical Support Representative - Duties and Responsibilities

  • Work with Service Management, Quality Department, and other vested parties, when required, for reporting of cases by month, year, and type for trend analysis.
  • Work with Service Management to continuously improve the Technical Services Group and the Baker Company through various initiatives.
  • Answer incoming phone calls in a courteous, helpful, and professional manner.
  • Able to reply to incoming calls, voicemails emails, and correspondence submitted through the Baker Company website in a timely and professional manner.
  • Log warranty calls, call data and other pertinent information into our call management system.
  • Maintain and open/closed case call format system.
  • Work with product end users, field technicians and other various individuals to diagnose and/or trouble shoot Baker and BakerRuskinn products in the field.
  • Coordinate with other internal company groups (Manufacturing, Quality, Engineering, etc.) to get the customers answers as required.
  • Analyze and define technical inquiries from end users, field techs and other various individuals either over the phone or via email.
  • Provide Test Reports, Test Data, manuals, drawings, and other pertinent information as requested.
  • Able to perform trend analysis of incoming calls to anticipate possible areas for improvement.
  • Review and understand Operator/Service Manuals and provide input for possible changes and be able to make these changes.
  • Write and/or offer input for Infield Installation Instructions, as required.
  • Provide part numbers and part quotes to end users, field technicians, CSRs and other various individuals as requested.
  • Enter parts orders as required.
  • Some travel for field work may be required. (