Why is this a great opportunity?
This is an excellent opportunity for someone who enjoys combining customer service with technical problem-solving. You'll work closely with customers, engineering, and sales teams to provide product support while gaining exposure to engineering applications and industrial products. This role offers the chance to build technical expertise, develop cross-functional relationships, and make a direct impact on the customer experience in a collaborative, team-oriented environment.
Job Description
The Customer Service – Engineering Support professional serves as the primary point of contact for customers seeking product information, technical guidance, and application support. This role assists customers with installation questions, troubleshooting, and product recommendations while coordinating with engineering and sales teams to resolve complex issues. The ideal candidate is customer-focused, technically curious, and enjoys solving problems in a fast-paced environment.
Responsibilities include:
- Respond to customer inquiries regarding products, applications, and installation guidance.
- Provide technical support and troubleshooting assistance to resolve customer questions and product issues.
- Recommend appropriate product solutions and configurations based on customer needs and application requirements.
- Coordinate with engineering and sales teams to resolve complex technical inquiries.
- Document customer interactions, technical issues, and resolutions within company systems.
- Monitor open customer cases and follow up to ensure timely resolution and customer satisfaction.
- Maintain accurate service records and case documentation.
- Assist in identifying recurring customer issues and communicate findings to internal teams.
- Support the development and improvement of technical documentation and customer resources.
- Contribute feedback to help improve products, processes, and the overall customer experience.
- Build strong relationships with customers by providing professional, responsive, and solution-oriented service.
- Perform additional customer support and administrative responsibilities as assigned.
Qualifications
- Associate's or Bachelor's degree in Engineering, Engineering Technology, Technical Studies, Business, or a related field preferred; equivalent technical or customer support experience will also be considered.
- Previous experience in technical customer service, engineering support, industrial products, manufacturing, or a related environment is preferred.
- Basic knowledge of electrical, mechanical, or industrial systems is an advantage.
- Ability to troubleshoot technical issues and communicate solutions clearly to customers with varying levels of technical knowledge.
- Ability to read and interpret technical drawings, product specifications, and technical documentation is preferred.
- Strong customer service and relationship-building skills.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to manage multiple customer inquiries and priorities simultaneously.
- Experience using Microsoft Office and CRM or customer service software is preferred.
- Detail-oriented with strong problem-solving and critical-thinking abilities.
- Self-motivated, collaborative, and committed to delivering an exceptional customer experience.
- Ability to work full-time onsite in Sparta, Illinois.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
