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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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