Technical Support Representative - APS

Overview

Parker Lord and the Assembly and Protection Solutions (APS) Division is seeking an experienced Technical Support Representative to join our team. The Technical Support Representative is primarily responsible for managing automotive, industrial, and electronics assembly customer inquiries requiring intermediate or advanced levels of commercial and technical support. The role focuses on product support to qualify leads to generate sales leads for the external sales force and distribution channels.

Customer relationship and sales probing skills are an important dimension of the job, as the representative will qualify inbound and outbound leads for the external sales force and distribution channels.

This role will support our APS Division and will follow a hybrid schedule with 4 days in office, 1 day remote.

For more information on our APS Division, you can check out our website:

• Successfully manage incoming customer inquiries from multiple sources including email, Contact Us, EChat, and phone to full resolution
• Entering customer inquiries in Sales Force and managing activities, cases, leads, and opportunities
• Providing triage for enterprise-wide contacts
• Building the sales pipelines by identifying, qualifying, and tracking leads in CRM and partnering with sales to convert to sales pipeline opportunities
• Guiding customers through  so they can review available tools
• Participating in outbound lead generation campaigns and trade shows
• Learning industry specific tools that will assist the incumbent in answering product questions and recommendations, learning the product line, etc
• Exemplify the Parker Lord Brand Personality and Technical Support mission to extract maximum value from customer inquiries by responding in a professional and timely manner and using personal judgment to evaluate the business value from our customer engagements
• Demonstrate leadership in assigned market leads by:
  Providing intermediate and advanced technical and commercial support
• Providing training to team and managing team resources including FAQs, tribal knowledge, and technical information for their market
• Functioning as the technical support point-of-contact and team lead for sales, marketing communications, and other internal LORD functions on projects
• Building relationships with scientists, sales, customer service, product, and market managers to facilitate product support and recommendations
• Building relationships with customers by providing responsive and credible information by:
  Reinforcing the Parker Lord brand for quality service, product selection, and immediate responsiveness in problem solving needs
• Ensuring customers call Parker Lord first when they have a need to solve a problem or get product selection support

• Required
• Education: B.S. or B.A. degree in business, chemistry, or related field
• Work Experience: Prior customer facing role or experience in a technical position
• Excellent interpersonal and communication skills, including telephone and email skills
• Ability to work in a team environment, cultivate strong internal and external customer relationships
• Strong technical aptitude, including analytical and problem-solving capabilities
• Ability to stay calm, positive, helpful and optimistic in stressful situations
• Ability to translate customer requirements into viable technical solutions
• Strong computer proficiency, including Microsoft products, SAP, and CRM and the ability to quickly learn new applications
• Occasional travel (