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Technical Support Consultant

4 months ago

St Louis, United States Hager Companies Full time

Job Summary:

Serve as commercial door hardware applications specialist to Hager Companies, its customers, and architectural community. Provide assistance and technical product training to Sales and Customer Service Coordinators, as well as new products training and refresher courses for assigned product lines.

Duties/Responsibilities:

  • Provide product technical support to the Hager Companies' distribution partners, end users and sales departments. through phone, email, and chat.
  • Serve as applications support and technical liaison between Hager Companies sales & marketing, customer service, owners, architects, contract distributors, and other channel partners.
  • Support technical bulletins, installation instructions, and other related documents, for insertion onto the Hager catalog and Web site.
  • Provide suggestions as to technical information required by all sales and customer service staff.
  • Handle quality issues with defective product by inputting claims and entering replacement orders, as required.
  • Handle inspections of Returned Merchandise (RMAs).
  • Provide cross references from competitor's product via catalogs or Web sites to Hager's exact or closest product available.
  • Provide support to Customer Service Coordinators with questions on Hager orders as well as answering all calls transferred by them.
  • Create quotes for modifications to existing products to provide custom hardware or to match competitor's products.
  • Enter keying requirements for basic key systems including keyed alike and keyed master key systems.

Education/Knowledge: Bachelor's degree or equivalent combination of education and/or experience in other mechanical or electrical fields. AHC/EHC certifications are a plus, but not required.

Experience: Three years of experience in a similar technical position (support or field), or in a customer service position working with product support. Experience does not have to be limited to the door hardware industry. Experience in other mechanical or low voltage fields will be considered (ex: HVAC, mobile electronics, Access Control, audio/video, Networking, appliance repair, computer/cell phone repair, etc.) Understanding of basic low voltage electricity and circuits/relays including electronics troubleshooting is a plus.

Skills: Good verbal and written communication, public relations, public speaking, and presentation skills. Computer skills including experience with Microsoft Office products. Ability to multi-task and handle multiple product lines and provide proper application of all hardware involved. Strong analytic and logical problem-solving skills with a demonstrated, attention to detail required.

Physical Requirements: Normal office environment which requires the ability to sit, stand, walk, talk, hear, and see. May involve the ability to lift, carry, push, pull or otherwise move objects of up to 15 to 20 pounds, infrequently.

Affirmative Action/EEO statement: Hager Companies is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.

Work authorization/security clearance requirements: Hager Companies does not offer work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources.