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Technical Support Specialist

2 months ago

Germantown, Maryland, United States Enercon Industries Full time
Job Summary

We are seeking a highly skilled Technical Support Representative to join our team at Enercon Industries. As a key member of our customer support team, you will be responsible for providing exceptional technical support to our customers, ensuring their equipment and applications are running smoothly and efficiently.

Key Responsibilities
  • Provide technical support to customers via phone, email, and live chat
  • Diagnose and troubleshoot equipment and application issues
  • Work closely with application engineering and sales teams to assist customers with their application needs
  • Proactively follow up to confirm customer issues have been successfully resolved
  • Coordinate all customer communication related to in-house repairs of equipment
  • Develop and maintain in-depth knowledge of all Enercon products and applications
  • Participate in regular team meetings and support the Field Service team with troubleshooting while they are in the field
  • Train new team members and leverage CRM systems to accurately document customer communications
Requirements
  • Associate's degree in engineering or a related field
  • 1-2 years' experience in customer service support, technical engineering support, or a related field
  • Ability to decipher drawings, photos, and to learn and understand Enercon products on a fundamental level
  • Electrical experience, including the ability to read and explain wiring diagrams to customers
  • Experience with an ERP and CRM system required, experience with Epicor preferred
  • Ability to prioritize and complete a wide array of projects while under various deadlines
  • Outstanding communication skills, both verbally and in writing
What We Offer

We offer a friendly work environment, profit sharing, bonus program, and opportunities for career advancement. Our company prides itself on providing exceptional customer support with representatives who excel in communicating and being responsive to our customers' needs.