Technical Support Specialist

3 weeks ago

Eagan, United States Ecolab Full time

12+ month contract


The Technical Support Specialist is a member of the Equipment & Product Technical Support (EPTS) located in Eagan, MN. As a member of the EPTS team, you are responsible for provision of technical support with emphasis in one of Ecolab’s Core Competencies to provide technical support to Ecolab’s field sales and service organization. As a member of the EPTS team you will as serve on system development and quality improvement teams.

This position contributes to the effectiveness and productivity of the Ecolab Sales and Service organization through the safe, accurate and efficient delivery of technical information needed to serve Ecolab’s customers. This position delivers service to cross-divisional corporate sales and service forces across North America, including phone, video, email and on-site consultation with field associates and customers on more complex issues. The position will also actively contribute to new systems development, training materials development, training of EPTS team, and resolution of product and equipment quality problems.

Main Responsibilities:

  • Providing telephone, video call, email, Chatter and other means of warewashing and water filtration/softening technical support to the Ecolab Sales and Service organization.
  • Routine call coverage on all levels of complexity, providing mid-to-high level technical consultation for all Call Center staff members for at least one Ecolab Core Competency.
  • Contribution to new systems development, launch and quality improvement teams.
  • Where required, provide on-site technical support and problem solving.
  • Prompt preparation and special reports, and transfer of follow-up information via email, US mail or phone.
  • Utilize the Auto Call Distribution system and Call Log system to monitor equipment/product offerings, reporting to the appropriate system/product program leader on issues.
  • Compose technical support literature such as SOP's, Technical Service Bulletins, and Technical Digest articles.
  • Represent Ecolab as a tour host at R&D, and on corporate account informational visits to customer locations, as needed
  • Completion of special project assignments.
  • Development of training materials, and training of phone room staff.


Duties:% Time

  • Call center support via phone, email, video or other 70%
  • Follow-up communications and consultation 15%
  • Special projects and team participation 10%
  • Training materials development and staff training 5%


Basic Qualifications:

  • Bachelor’s degree OR equivalent work experience is acceptable.
  • Minimum of 3 years work experience in a technical role such as Ecolab Territory Manager, Ecolab Route Manager, Electrical, Plumbing, Electronics, Lab Technician, Chemistry, Microbiology, Food Sanitation


Preferred Qualifications:

  • Demonstrated thorough knowledge of electrical wiring, and plumbing
  • Demonstrated strong written and oral communication skills
  • Demonstrated attention to detail and problem-solving skills
  • Demonstrated knowledge of Ecolab’s cleaning and sanitation products, and advance knowledge of Ecolab’s equipment design, function and installation procedures
  • Self-Motivated, able to work proactively and independently in a fast-paced environment
  • Experience with Ecolab or competitive warewashing, cleaning and sanitation product line sales or service organization. Typical candidates would have performed as a field service technician for Ecolab, an equipment manufacturer or as Sales Representatives for a technically oriented company.


Legal authorization to work in the United States

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