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Client Support Specialist
2 months ago
Client Support Specialist
Company: Access Dubuque
Positions Available: 1
Job Overview
Category: Customer Service & Contact Center Operations
Schedule: Full time
Job Description:
Access Dubuque is a prominent organization specializing in the production, distribution, and installation of essential loading dock and door systems. Our commitment to enhancing industrial safety, efficiency, and sustainability has driven our growth. We are currently seeking a Client Support Specialist to join our dedicated team. This role will focus on providing expert technical support to our representatives and clients, ensuring optimal installation and service of our door solutions. The specialist will collaborate with engineering and operations teams to enhance product quality and customer satisfaction, while also monitoring product performance and engaging in data analysis.
Key Responsibilities:
- Identify and analyze trends in product reliability.
- Assist in troubleshooting product issues through various communication channels.
- Conduct training sessions for technicians and clients, both virtually and in-person.
- Support sales and service representatives with product knowledge and aftermarket information.
- Manage warranty claims and negotiate associated labor costs.
- Utilize electrical and mechanical schematics for troubleshooting equipment.
- Be available for after-hours support on a rotating basis.
- Design and implement quick solutions for unique field challenges.
- Provide warranty and trend analysis to engineering teams.
- Contribute to the development of installation manuals and training materials.
- Communicate technical updates to field teams through bulletins.
- Engage in transactions within the Enterprise system.
- Support research and development initiatives as needed.
- Assist with installations at beta sites and track performance metrics.
- Monitor the introduction of new products.
- Participate in teams focused on product development and improvement.
- Ensure compliance with quality systems.
- Inspect returned products and coordinate with suppliers as necessary.
Principal Accountabilities:
- Deliver technical assistance to representatives and clients for product installation and support.
- Minimize quality-related costs through effective trend analysis and troubleshooting.
Qualifications:
- Comprehensive understanding of door products.
- Willingness to travel up to 25% of the time.
- Ability to manage multiple priorities effectively.
- Possession of a valid driver's license.
- Capability to read and interpret technical drawings.
Education and Experience:
Associate's degree in electronics or a related field, or equivalent experience in a technical role.
Company Overview:
Access Dubuque is recognized for its leadership in the manufacture and distribution of industrial loading dock and door solutions. Our innovative approach and commitment to quality have positioned us for continued growth and success. We prioritize the development of our employees and offer a supportive work environment.
Benefits:
Access Dubuque provides a competitive salary and a comprehensive benefits package, including medical, dental, and vision coverage, retirement savings plans, paid holidays, and vacation time.
Access Dubuque is an Equal Opportunity/Affirmative Action employer, committed to maintaining a drug-free workplace.
