Product Support Specialist - Automatic Entrances

Position SummaryThe Product Support Specialist is the first point of contact to answer telephone calls and/or email inquiries seeking assistance with technical solutions and customer service regarding NABCO Entrance products. This position is responsible for providing support to internal departments and external stakeholders such as Distributors, Company Branches, Dealers and End User customers. This position is the owner of customer concerns, relating to but not limited to answering product questions, troubleshooting, safety recommendations, and documenting concerns until customer resolution is complete.Essential Functions Identify, analyze, and diagnose product concerns providing timely and effective product and/or installation issue resolutionAssume ownership of the issue with customer interactions in CRM (saleforce.com) and maintain detailed recordsFocus on exceptional customer service which includes patience, empathy, and the ability to stay calm and professional even when dealing with frustrated or upset customersMaintain and keep updated on current technical knowledge including all new product releases and tools that support NABCO Entrance productsDrive goals through individual metrics with a strong understanding of the fit within the department and team Key Performance Indicators (KPI) goalsDisplay a professional attitude with high energy levels and proactive approach to the jobDevelop relationships with customers and use product and process knowledge to provide an exceptional customer experienceCommunicate effectively with team members from different departmentsManage multiple priorities without compromising effectiveness, time management, and qualityOther duties as assignedKnowledge, Skills and Abilities Computer skills along with proficiency in Microsoft Excel, MS Word, PDF software and SharePointKnowledge of the building construction tradeCustomer service skills with ability to communicate effectively across different customer skill levelsPossess strong organizational and exceptional written communication/technical writing skills with attention to detailsTroubleshooting with ability to problem solve, apply critical thinking and analysisHighly adaptable to a dynamic work environmentAbility to perform multiple tasks simultaneously and remain calm under pressureComfortable assisting customers remotely via phone, email, etc.Education, Training, Experience Electrical (AC / DC circuit) or Mechanical Diploma or equivalent certification preferredManufacturing process with distributor relationship/service experience requiredPrevious customer service experience requiredSAP and Salesforce experience preferredStrong command of the EnglishBilingual in Spanish or French is a bonusWorking Conditions and Physical DemandsExtended periods of sitting and working at a computer are required, with rare exposure to the factory. Typical office equipment such as a computer, laptop, and phone are used. May be noisy due to proximity to factory. This position may require rare exposure to the factory, which includes extreme weather conditions; noisy, dusty, and dirty environments; and motorized equipment that pose potential safety hazards. Reaching above shoulder height and below the waist, as well as lifting to 50 lbs. is occasionally required. Proper safety procedures, lifting techniques, and personal protective equipment guidelines are always to be followed. This position may require shifting start and stop times to support multiple time zones.Powered by JazzHR