Technical Support Specialist

Technical Support Specialist

Department: Customer Relations

Employment Type: Full Time

Location: US - Indiana - Churubusco

Reporting To: Phillip Ludlow

Description

GENERAL DESCRIPTION OF POSITION

Responsible for providing product-specific technical information and support to internal and external customers.

Key Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identifies and resolves customers' technical issues for assigned products, primarily through inbound call requests.
• Helps customers translate technical instructions so the customers can fix issues themselves, if possible.
• Reviews results and recommendations of in-house water analysis and forwards to customer.
• Assists customers with proper water treatment equipment recommendations.
• Monitors technical support e-mails, queues (for the call center), and cases.
• Assists in deploying new software releases to the customer base.
• Fields and tracks customer support requests; identifies and resolves issues.
• Tracks open customer issues and communicates the status to customers.
• Follows up with customers to verify that solutions are successful.
• Assists product management in developing and prioritizing enhancement lists.
• Provides and attends training seminars as required.
• Performs other related duties as required or assigned.

Skills Knowledge and Expertise

Skills and Abilities

• Writes routine reports and correspondence.
• Effectively communicates information and responds to questions in person-to-person and small group situations with vendors, internal and external customers, the general public, and other employees of the organization.
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.
• Writes routine reports and correspondence.
• Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement).
• Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
• Deals with problems involving several known variables in situations of routine nature.
• Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
• Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree.
• Completes some moderately repetitive tasks.
• Uses noncomplex and complex machines and equipment.

Education and Experience

• Equivalent of four years of high school (required).
• Associate degree in electrical engineering, mechanical engineering, or a related field (preferred).
• Three to five years of related experience (preferred).

Computer Skills

• Advanced: Operating systems, CAD software, spreadsheet, word processing/typing, database.
• Basic: Alphanumeric data entry.

PHYSICAL ACTIVITIES

While performing the functions of this job, the employee is:

• Continually required to sit.
• Regularly required to reach with hands to finger, handle, or feel; kneel or crouch; and talk or hear.
• Occasionally required to stand or walk.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and an ability to adjust focus.

Benefits

Franklin Electric is committed to offering its employees a comprehensive benefit package at a competitive cost. The Franklin Electric benefit program is designed to offer eligible employees the flexibility to select benefits that best suit their individual needs and goals. Franklin Electric offers a generous and expansive benefit program, including employer sponsored disability and life insurance, as well as options for medical, dental and vision. The benefit program reflects Franklin Electric's dedication to its employees and also offers a variety of voluntary product offerings on top of the basic benefit plan. Finally, Franklin Electric offers a generous 401(k) program with a company provided match and service contribution for eligible employees. Significant costs are assumed by Franklin Electric as part of its continuing commitment to provide a holistic benefit program.

Becoming a part of the Franklin team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company, but more importantly, be satisfied in knowing you make a difference.