Technical Support​/Quotation Specialist

Traverse City, 1424 International Dr., Traverse City, MI 49686, USA

The Technical Support/Quotation Specialist is responsible for a variety of technical sales duties related to the internal sales function, including responding to inquiries received from both customers and potential customers of Oilgear components and order entry.

• Possesses strong knowledge of the product line/brand, including pricing, delivery times, and promotions.
• Responds to customer requests for quotes (RFQs). Works with purchasing, production, and sales teams to ensure material costs and availability are accurate, and develops strategic pricing when necessary to distribute quotations.
• Communicates with customers to provide information on using Oilgear products.
• Handles customer requests for replacing defective parts.
• Provides backup in field service quoting and scheduling.
• Receives and responds to all customer inquiries, analyzes requests, and resolves concerns while delivering excellent service and solutions.
• Updates orders and posts changes in partial shipments, price differences, and other adjustments.
• Authorizes merchandise returns, issues credits, and prepares related paperwork.
• Supports Production and Sales Managers in meeting operational goals.
• Effectively communicates with internal staff to ensure customer satisfaction.
• Receives and processes phone and email requests for purchase orders, order changes, and adjustments.
• Partners with the credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Works with the sales team to exceed customer service expectations.
• Resolves client complaints and solves problems in a timely manner.
• Coordinates with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Uses the company database to retrieve and provide relevant customer information.
• Notes all telephone/email correspondence in the company database.
• Performs other related duties as assigned by management.

• Primarily office-based with occasional visits to manufacturing and test areas.
• Regular use of computers, phones, printers, and related office equipment.
• Occasional exposure to shop environments with potential noise, dust, odors, and fumes.
• Physical activity includes typing, walking, sitting, bending, and stooping.
• Must be able to lift and carry up to 25 pounds occasionally.
• Occasional travel to customer sites or vendor facilities (up to 10%).

• High school diploma or GED.
• At least 2 years of customer service experience, preferably in a technical or sales support environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook, etc.) and related office software.
• Ability to multitask, prioritize, and handle multiple customer needs in a high-stress environment.
• Strong telephone, email etiquette, and written communication skills.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Ability to communicate effectively and professionally with customers, coworkers, and management.
• Ability to meet physical demands of the job with or without accommodation.

• Previous experience with Epicor ERP.
• Experience working in the fluid power or hydraulic industry.
• Advanced knowledge of product pricing and strategic quoting.
• Previous experience handling RFQs, managing quotes, and communicating directly with customers.
• Certification in project management or similar field.
• Additional sales or technical certifications.
• Attention to Detail: Ability to spot errors and inconsistencies, ensuring all quotations, orders, and communications are accurate and up to standards.
• Customer Focus: A strong commitment to providing exceptional customer service and maintaining long-term customer relationships.
• Problem Solving: Strong critical thinking skills to address and resolve customer concerns and internal issues promptly and effectively.
• Adaptability: Ability to adjust quickly to changing priorities, business conditions, and customer needs.
• Teamwork: Collaborative and works well with others to achieve…