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Technical Support Specialist for Customer Service

2 months ago

Waukesha, Wisconsin, United States KHS USA INC Full time
Job Overview

KHS USA INC, a prominent subsidiary of Salzgitter AG, stands as a leader in the design and manufacturing of filling and packaging systems for beverages and liquid food. With a legacy of over 150 years, we pride ourselves on our innovative spirit and superior technology. To maintain our high standards, we seek dedicated individuals who share our commitment to excellence.


Role Summary:

The Customer Support Technician (CST) plays a crucial role in delivering technical assistance and information regarding parts sales orders. This position may also encompass additional responsibilities related to engineering functions.


Key Responsibilities:

  • Handle inquiries from customers regarding aftermarket parts and rebuilds.
  • Conduct thorough technical research on part numbers associated with sales orders.
  • Identify components for special kits, which consist of groups of parts forming sub-assemblies.
  • Confirm part pricing in collaboration with the Customer Support Supervisor or Manager.
  • Recognize necessary updates for machine manuals and communicate these to the documentation team.
  • Occasionally input new part numbers into the Finesse system.
  • Assist in determining if customer requests fall under warranty coverage.
  • Support the identification of Engineering Change Requests and liaise with Engineering or other departments as needed.
  • Perform parts lookup and retrieve drawings to facilitate purchasing activities.
  • Participate in a 24/7 on-call customer support line, potentially on a rotating schedule with team members.


Candidate Profile:

  • A two-year college degree or equivalent technical education.
  • A minimum of five years of experience in customer service or parts sales for mechanical equipment, or a comparable combination of education and experience.


Employee Benefits:

  • Comprehensive Medical, Dental, and Vision insurance available after 30 days of employment.
  • Generous Educational Reimbursement program.
  • On-call premium compensation of two (2) hours of overtime per customer call during participation in the 24/7 on-call program.
  • Company-sponsored Life and Disability Insurance.
  • Paid Time Off.
  • Ten (10) Paid Holidays annually.
  • 401K plan with Company Match.