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Technical Customer Support Specialist

3 months ago

Erie, United States Seaway Manufacturing Corp Full time

Technical Customer Support Specialist

Job Description

Department: Customer support

Manager: Director of Customer Operations

Responsible for: Customer Relationship & Project Management

Pay Status: Salary + Overtime.

Location: On Site, Erie Window Mfg. Plant

Job Purpose

The purpose of this role will be to provide the best customer support for all product lines, with a focus on technically challenging products and projects. It will require work within and between teams, willingness to learn complex technical products and educate others on their use, maintain a focus on continuous improvement of process and product, communicate directly with customers, processing all order entry, and supporting drawings as needed. Working directly with department supervisors to determine progress of work and completion dates; and compiling reports on progress of work, inventory levels, costs, invoicing and production exceptions.

Responsibilities

  • Lead Customer Service Representative for defined Project Customers
  • Order Entry Requirements & Processing for defined Project Customers
  • Review and understand customer documents, such as window type requirements, project layouts, production schedules, work orders, schedule sequencing, material planning and transportation planning.
  • Be a material expert in sunroom engineering, design, innovation, and customer education
  • Confer with department supervisors or other personnel to assess progress and discuss needed changes.
  • Document and communicate revised production schedules when required due to design changes, labor or material shortages, backlogs, or other interruptions, collaborating with management, customer service, sales, procurement, scheduling, production, or engineering.
  • Accurate communication both verbal & written with departments to provide customer updates, procurement planning, plant material requirements, production planning, scheduling, and shipping activities.
  • Customer Service responsibilities including order weekly team project reviews, job completion status, exception management, shipping schedules and resolve complaints or eliminate delays.
  • Support engineering in creating CAD drawings as needed

Work Activities

  • Getting Information
  • Communicating with Management, Supervisors, and Coworkers
  • Interacting With Computers
  • Identifying Objects, Actions, and Events
  • Making Decisions and Solving Problems
  • Monitor Processes, Materials, or Surroundings
  • Organizing, Planning, and Prioritizing Work
  • Processing Information
  • Scheduling Work and Activities
  • Analyzing Data or Information
  • Conducting customer education trainings on sunroom design
  • Create AutoCad drawings to support engineering

Detailed Work Activities

  • Compile & read data sheets and/or customer supplied prints.
  • Order Entry Requirements & Processing
  • Customer Pricing Structures
  • Truck Routes and/or LTL Coordination
  • Examine documents to verify adherence to accuracy & requirements.
  • Maintain operational completions.
  • Prepare informational or reference materials.
  • Provide information to coworkers.
  • Read work orders to determine material or setup requirements.
  • Schedule operational activities.

Work Content

Physical Demands

The employee is occasionally Walking; the employee is frequently Standing, use of hands to handle documentation; Reach with hands and arms; the employee is regularly sitting, talking, hearing and/or listening.

Lifts Weight or Exerts Force Work Environment

The employee is occasionally Up to 25 pounds; the employee is regularly lifting Up to 10 pounds.

Visions

Specific vision abilities required by this job include Close vision; Distance vision; Peripheral vision; Depth perception; Ability to adjust focus on documents for long periods of time.

Work Environment

The employee is occasionally Work near moving mechanical parts.

Education and Experience

Years of Experience

5

Education

High School / G.E.D

Additional Information

Customer Service Experience Worked within Manufacturing Environment

Experience with CAD program

Skills

Basic Skills

  • Active Listening
    • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Reading Comprehension
    • Understanding written sentences and paragraphs in work related documents.
  • Speaking
    • Talking to others to convey information effectively.
  • Critical Thinking
    • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Monitoring
    • Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Skills

  • Coordination
    • Adjusting actions in relation to others' actions.
  • Persuasion
    • Persuading others to change their minds or behavior.
  • Service Orientation
    • Actively looking for ways to help people.
  • Social Perceptiveness
    • Being aware of others' reactions and understanding why they react as they do.

Complex Problem-Solving Skills

  • Complex Problem Solving
    • Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Technical Skills

  • Operations Analysis
    • Analyzing needs and product requirements to create a design.
  • Troubleshooting
    • Determining causes of operating errors and deciding what to do about it.

System Skills

  • Judgment and Decision Making

Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Resource Management Skills

  • Time Management

Managing one's own time and the time of others.

Desktop Computer Skills

  • Databases
    • Using a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.
  • Internet
    • Using a computer application to create, manipulate, edit, and show virtual slide presentations.
  • Navigation
    • Using scroll bars, a mouse, and dialog boxes to work within the computer's operating system. Being able to access and switch between applications and files of interest.
  • Presentations
    • Navigating the Internet to find information, including the ability to open and configure standard browsers; use searches, hypertext references, and transfer protocols; and send and retrieve electronic mail (e-mail).
  • Spreadsheets
    • Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.