Technical Specialist

Description

Include the following. Other duties may be assigned.

• Answer customer phone calls and develop phone quotations relating specifically to the technical area – brushes, brush holders, and molded brushes. Typical customer base is end users, distributors or OEM customers.
• Respond to customer concerns, issues, and questions and enter, route, and expedite orders as needed to ensure timely delivery of the product to customers.
• Be the subject matter specialist to help the customer to the right product.
• Receive samples and use measuring tools to gather dimensions and document. Quote customers on samples received that have been identified with Helwig stock and/or 14-digit part numbers.
• Enter orders from phone calls, turning into orders. Enter sample orders and return samples to the appropriate Customer Service employee to have sample disposed of or shipped back to customer.
• Work hand in hand with design and production employees to communicate customer needs and identify feasible production solutions. Produce and distribute customer quotes and perform technical product costing and pricing functions for brushes, brush holders, and molded brushes. Identify brushes over the phone. Review input to come up with the right output.
• Work very closely with other Techsquad team members to learn, collaborate, and communicate. Also work hand-in-hand with Design and Application Engineering teams as needed.
• Enter data into company data base include master maintenance data base such as Customer Documentation and Application database for future reference.
• Learn Helwig part numbers system and how to utilize available tools to search for brushes.
• Help customers by directing them to stock parts when feasible, with guidance learn what features are more flexible.
• Maintain open communication and work hand in hand with the Technical Supervisor and VP-Business Development to make recommendations for improving the technical customer services processes and standard operating procedures.
• Maintain accurate customer records and documentation.
• Generate customer memo and attend department and production meetings as required.
• Comply with ISO procedures on an ongoing basis.
• Perform other functions as needed or required to meet Company Goals.

To perform the job successfully, an individual should demonstrate the following competencies (see Competency Dictionary for specific behaviors):

• Safety & Security
• Continuous Improvement
• Attendance and Punctuality
• Quality of Work
• Honesty & Integrity
• Analytical Thinking and Problem Solving
• Energy and Enthusiasm
• Communication and Influence
• Accountability
• Customer Service Excellence

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

2 years of Technical School and High school diploma and GED preferred. A minimum of 3 years of basic Customer Service and/or order/data entry experience. Relevant Technical experience will be considered.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

To perform this job successfully, an individual should have working knowledge of Microsoft Suite including Word, Excel, Outlook, and PowerPoint.

Ability to successfully complete multiple tasks on time.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to; use hands to handle or feel and reach with hands and arms. The employee is occasionally required to stand and/or walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with…