Technical Support Specialist

2 weeks ago


Menomonee Falls, Wisconsin, United States Enercon Industries Full time
Technical Support & Service Manager

Enercon Industries Corporation is seeking a highly skilled Technical Support & Service Manager to join their team in Menomonee Falls, WI. The ideal candidate will have a strong focus on customer satisfaction, excellent problem-solving skills, and the ability to communicate effectively with customers and internal teams.

Key Responsibilities:
  • Provide high-level technical support to resolve customer issues via direct interaction (phone, email).
  • Develop and manage online troubleshooting tools to enhance customer experience.
  • Participate in 24/7 after-hours support efforts to ensure swift resolution of customer issues.
  • Coordinate and schedule service visits by field engineers to resolve customer issues efficiently.
  • Manage quoting and billing of field service visits, review expenses, and monitor issues to determine product weaknesses and areas for improvement.
  • Follow up with customers post-visit to obtain feedback and ensure customer satisfaction.
  • Manage and develop field service and technical support staff, lead training for staff, and develop a training program that certifies manufacturers' representatives globally.
  • Become proficient with ERP system (order/job/part/case management) to streamline processes and improve efficiency.
  • Grow business through new support/service revenue streams by identifying opportunities and developing strategies to capitalize on them.
Requirements:
  • Bachelor's degree in a technical field (Mechanical or Electrical Engineering a plus).
  • 3+ years of experience in field service work or a directly related position.
  • Proven experience in managing a technical team and interacting with customers.
  • Strong knowledge of equipment used for production and general manufacturing.
  • Ability to read and interpret mechanical and electrical drawings.
  • Strong computer skills (MS Office and ERP systems).
What We Offer:
  • Excellent starting salary based on experience.
  • Medical, dental, vision, and life insurance.
  • Health reimbursement account.
  • Disability insurance.
  • PTO and paid holidays.
  • 401(k) retirement plan with a profit-sharing employer contribution.


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