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Today

Technical Support Specialist

Gast Manufacturing, Inc. Benton Harbor, MI

Benton Harbor, MI

Today

Full time Marketing Application Support Business Systems

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Job Description

In Benton Harbor, MI, this onsite Technical Support Specialist role supports Gast/JUN-AIR customers and channel partners through technical assistance, troubleshooting, and product/application guidance. You will partner with internal teams to resolve inquiries and meet call center and service-level performance targets.

Key Responsibilities

Provide technical assistance and troubleshoot product and application issues with customers and distributors via phone calls, email, and web inquiries.
Handle technical and product-related calls, information requests, cross-over requests, and customer complaints.
Support customers prepared to purchase parts, kits, and accessories; after confirming product selection, enter orders through the ecommerce portal into JDE.
Coordinate with internal departments including sales, customer assistance, shipping, engineering, manufacturing, and quality to address customer inquiries.
Collaborate cross-functionally with other members of the Customer Support team.
Perform additional duties as assigned by the manager.
Conduct troubleshooting and diagnostic evaluations of product and application functions.
Provide product selection recommendations for Gast/JUN-AIR customers and channel partners.
Communicate clearly with customers and channel partners to guide the appropriate resolution strategy.

Required Qualifications

At least one (1) year demonstrated experience in internal/external communications with customers OR at least two (2) years of experience in a manufacturing environment.
Pneumatic systems experience preferred, or repair/service experience preferred with the ability to respond effectively to customers.
Ability to work in a fast-paced environment while maintaining strong customer focus, including under pressure in a team setting.
Ability to read and interpret technical data to support customer inquiries effectively.
Independent thinking, initiative, and the ability to anticipate and prevent problems.
Strong problem-solving skills for complex inquiries, including thinking beyond standard approaches.
Attention to detail, dependability, and consistent follow-through.
Strong analytical and interpersonal skills.
Demonstrated commitment to continuous quality improvement.
Ability to work effectively with electronic tools, including the website, Microsoft tools, email, ERP, CRM, and SolidWorks (as applicable).
Excellent written communication and communication skills overall.
Ability to manage priorities, follow instructions, respond to management direction, and meet deadlines in a rapidly changing environment.
High level of confidence, enthusiasm, and a positive attitude.
Ability to work with internal and external customers to resolve, troubleshoot, and communicate unfavorable answers constructively and professionally.

Tools and Technologies

TetraVX
Emailtgistics (Outlook), Outlook
Ecommerce portal
JDE
Website
Microsoft tools
Email
ERP, CRM
SolidWorks

Performance Measures

TetraVX Call Center Metrics
Average on-hold time of < 5 minutes
Emailtgistics (Outlook) Metrics
Maintain customer service level agreement (SLA) > 94%
Customer satisfaction levels through surveys

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9d ago

Technical Support Engineer

Niterra North America Inc Santa Clara, CA

Santa Clara, CA

9d ago

$90k - $111k/yr Full time AutoCAD CAD Cad Cam Software

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Job Description

Niterra North America Inc offers a role based in Santa Clara, CA (onsite) for a Technical Support Engineer supporting NTK semiconductor products. You will work across customer needs, the US sales organization, and engineering teams in Japan, with structured engineering collaboration including design analysis, reviews, approvals, quality claim support, and new product development. The position comes with comprehensive benefits, competitive pay, and paid time off to help you maintain balance while delivering technical results.

Compensation: USD 90,000 - 111,000 per year

Responsibilities

Perform design analysis on STF, package, and assembly.
Create and review designs using CAD software.
Act as the liaison between Japan, the US team, and customers.
Participate in customer and internal design reviews.
Obtain DFM drawing approval from NTK Ceramic Co.
Represent NTK at industry events to build customer relationships.
Monitor semiconductor industry and technology trends and feed insights into development efforts.
Support new product development activities.
Develop and maintain Engineering Specifications.
Investigate and respond to customer quality claims.
Collaborate with the sales team to support customer needs.
Review customer inquiries and prepare quote requests for Japan.
Educate the NTK sales team on products and technical topics.
Coordinate technology exchange sessions on semiconductor-related topics.
Complete special projects as assigned.
Adhere to applicable company policies and procedures.

Requirements

At least 1 year of related experience.
Bachelor’s degree in Electrical Engineering required.
Fluency in English and Japanese.
Advanced proficiency in Microsoft Excel, Word, and PowerPoint, plus CAD software (including Zuken, etc.).
Strong analytical, research, problem-solving, and basic math skills with high accuracy.
Excellent technical communication and presentation skills.
Proven customer service and relationship-building skills.
Leadership and project management skills.
Ability to handle confidential information with discretion.

Benefits

Medical, dental, vision, and life insurance.
Short-term and long-term disability coverage.
401(k) plan with a generous company match of up to 6%.
Generous paid time off, including vacation, sick leave, and holidays.
Paid maternity and paternity leave.

Work Environment

Lifting up to 50 lbs.
Standing and walking for long periods
Bending
Business travel by public transportation
Working around normal office hazards

Technologies: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, CAD software, Zuken

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