Technical Support Specialist

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