Product Support Specialist


Reference ID: tac-4-838a0-fc07d67139

Location: Powr-Flite, CFR and Tornado

Job purpose

This position is responsible for providing customer support for various products within our CFC division.   This role is also responsible on creating and maintaining records (Cases) in the ERP system (EPICOR) of those Cases that require attention or corrective actions from different areas of our organization. This role involves the facilitation of technical information or configuration (part numbers) to the customers to correct product issues.

Duties and Responsibilities

  • Research questions and proactively solve problems for customers
  • Trouble shoot equipment and usage issues
  • Provide feedback and suggestions to management on improvement of product performance
  • Answer phone calls and emails from consumers  in a timely and efficient manner
  • Maintain ongoing knowledge base of CFC products, such as Tornado, Powr-Flite and CFR products
  • Active participation on diagnose problems and determine what repairs and actions are needed
  • Active participation on problem solving, troubleshooting, brainstorm or other related events
  • Capture relevant data to each case in order to provide information for analysis
  • Develop and maintain team and individual goals which impact the Key Performance indicators (KPIs) like customer satisfaction, response time, warranty and other supporting metrics.
  • Issued and monitor the Return Material Authorization – parts requiring inspection before disposition

 

Qualifications

Qualifications include:

  • Above-average Trouble shooting CFC knowledge
  • Working knowledge of computers and operating systems, such as MAC and various Windows platforms
  • Microsoft Excel & Microsoft Word skills
  • Excellent communication skills, both verbal & written
  • Must possess a high level of energy, attention to detail and organizational skills
  • High School Diploma / GED, required

 

Working conditions

  • Fast-paced environment, with some level of distractions

 

Physical requirements

  • Use of office equipment requiring both mental and physical dexterity and repetitive hand and arm motion

  • May be required to lift up to 20 lbs

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Tacony Corporate Center.
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