Customer Support Specialist

2 weeks ago

Sanford, United States The Baker Company Full time

Company Overview

With a legacy spanning nearly 75 years, The Baker Company in Sanford, ME, leads the way in crafting innovative solutions for air containment, contamination control, and regulated environments. Our offerings, which include biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, ensure unparalleled protection for users and products across various applications. We design and manufacture equipment that supports groundbreaking biological and pharmaceutical research conducted by some of the world's foremost companies and research institutions.

Position Overview

This is a full-time, on-site opportunity for a Customer Support Specialist at The Baker Company. In this role, you will assist both external and internal clients by addressing their technical inquiries regarding our products and supplying necessary parts. Additionally, you will coordinate the repair and maintenance of our products under warranty and provide assistance in this area when they are not.

Key Responsibilities

  • Collaborate with Service Management, Quality Department, and other relevant parties to report cases by month, year, and type for trend analysis.
  • Work alongside Service Management to enhance the Technical Services Group and The Baker Company through various initiatives.
  • Respond to incoming phone calls in a courteous, helpful, and professional manner.
  • Address incoming calls, voicemails, emails, and correspondence submitted through the company website promptly and professionally.
  • Document warranty calls, call data, and other relevant information in our call management system.
  • Maintain an organized open/closed case call format system.
  • Engage with product end users, field technicians, and other stakeholders to diagnose and troubleshoot Baker and BakerRuskinn products in the field.
  • Coordinate with other internal departments (Manufacturing, Quality, Engineering, etc.) to provide customers with accurate answers as needed.
  • Analyze and clarify technical inquiries from end users, field technicians, and other stakeholders via phone or email.
  • Provide Test Reports, Test Data, manuals, drawings, and other relevant information upon request.
  • Conduct trend analysis of incoming calls to identify potential areas for improvement.
  • Review and comprehend Operator/Service Manuals, offering input for potential changes and implementing those changes as necessary.
  • Draft and/or contribute to Infield Installation Instructions as required.
  • Supply part numbers and quotes to end users, field technicians, customer service representatives, and other stakeholders as requested.
  • Process parts orders as needed.
  • Occasional travel for fieldwork may be required (less than 10%).
  • Ability to read and interpret mechanical and electrical drawings and schematics.
  • Focus on delivering high-quality service to ensure customer satisfaction with our products.
  • Utilize Lean tools and concepts to identify and eliminate waste in all forms, enhancing value for our customers. Engage in activities that leverage Lean methodologies to improve the flow of information and materials.
  • Perform additional duties as assigned by Service Management.

Performance Metrics

  • Ability to meet the needs of customers (both internal and external).
  • Effective and clear communication with internal and external clients.
  • Manage incoming calls efficiently.
  • Keep Service Management informed on current issues and cases.
  • Provide timely case resolutions.

Physical Requirements

  • Must be able to lift materials and parts weighing between 30-40 lbs. occasionally (10%-20% of the time).
  • Must be able to talk on the phone and work on the computer for extended periods (up to 80% of the time).

Qualifications

  • Minimum of 3 years of experience in assembly, testing, and/or technical troubleshooting.
  • Proficient in computer applications, with a working knowledge of MS Office (Word, Excel, Access).
  • Familiarity with ERP/MRP/Case management systems.
  • Strong listening, communication, and excellent phone skills.
  • Detail-oriented with the ability to concentrate for extended periods.
  • Capable of multitasking effectively.
  • Background in electrical or mechanical fields.
  • Knowledge of CAD is a plus.

Benefits

  • Medical coverage.
  • Dental insurance.
  • Company-funded Health Reimbursement Account.
  • Flexible Spending Accounts.
  • Life and Disability Insurance.
  • 401(k) plan.
  • Company Profit Sharing Plan.
  • Gym Membership Reimbursement.
  • Paid Time Off.
  • And more.

Equal Opportunity/Affirmative Action Employer

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