Job description

Position Title: Product Support Specialist

Reports to: Product Support Manager

Works with: Customers, Purchasing, Document Control, Warranty, Service, Shipping

Purpose: To ensure OEM (Original Equipment Manufacturer) parts customers’ requests are effectively fulfilled.

Responsibilities:

1. Receive requests for parts or related information via telephone, email or company’s website ports from customers. Verify order information for correctness. Contact Document Control for new parts or parts not in the system. Obtain and update customer information in ERP. Field general questions and clarifying requests from customers. Contact Service to assist with technical questions. Contact Inventory Control for kit requests. Provide customers invoices, tracking numbers and related information upon request.

2. Key in order which generates a “pick list” and is sent to Shipping. a. Send order and payment information to Accounting.

3. Contact customer with status of purchase order. a. Send an acknowledgment and anticipated ship date b. Or describe any issues impacting the customer’s request and continue to investigate and pursue order keeping the customer apprised until resolved.

4. Resolve issues related to customers’ requests and keep customers updated.

a. Contact Purchasing should the part be unavailable.
b. Monitor back orders.
c. Monitor Purchase Orders which are past due.
d. Contact Inventory Control to check stock and make inventory adjustments.

5. Send return authorizations to Warranty for processing.

Knowledge, skills and abilities:

1. This position requires a High School diploma, at least two years related experience and mechanical aptitude. Must be open to learning and understand how components and machines work together.

2. Must have the ability to operate in a fully implemented ERP (Enterprise Resource Planning) environment and efficient keyboarding skills, proficient in word processing, spreadsheets and the Internet including the ability to send and receive emails including attachments.

3. Basic math skills are required to add, subtract, multiply, divide and apply percentages.

4. Must be able to compose sentences with proper grammar and spelling.

5. Must have careful attention to detail to compare ordered parts with desired specifications.

6. Must be able to give others full attention, to understand and clarify points being made as well as remain calm and professional during stressful interactions.

Physical Demands and Working Conditions

1. Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

2. Close visual acuity to perform an activity such as: preparing and analyzing data; viewing a computer terminal.

3. Ability to receive detailed information through oral connections and express ideas through the spoken word to converse with suppliers and co-workers.

4. The worker is not substantially exposed to adverse environmental conditions.

5. Ability to prioritize and maintain calm under stressful conditions of multiple simultaneous demands. Flexibility, able to switch direction, priorities without notice.

6. Reliable performance and physical attendance is required.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work setting:

• In-person

Ability to commute/relocate:

• Michigan City, IN: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Work Location: In person

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