Technical Advisor

Job Title: Technical Advisor

Location: Milwaukee, WI

Type: Direct Hire

Schedule: M-F, 8:30-5

Pay Range: $65k - $70k + bonus

Benefits: Yes. Medical, Dental, Vision, PTO, 401(k), Paid holidays

Summary

Connect Search is hiring a Technical Advisor in Milwaukee. This position offers a hybrid work from home schedule of 2 days per week.

Responsibilities

Receives and responds to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers and Installers for technical support and troubleshooting of all products, recommending upgrades when needed, with a sense of urgency.

Provide technical support to the Parts – CSR’s to resolve product or service requests regarding parts orders or technical inquiries by looking up part information to determine if parts were missed in shipment or on back order.

Work closely with Parts – CSR’s to determine parts needed by researching and combing through bills of material.

Provide troubleshooting assistance to diagnose technical issues and walk customers through the steps needed to fix various problems and provide support to dealers/installers on installation inquiries.

Resolve technical parts inquiries via telephone, email and internal communications by various methods.

Enter, review and process warranty-claims for products. Follow-up on pending warranty claims to bring resolution.

Work with Service Manager to identify root causes of warranty errors and document, track and maintain data in ERP system.

Alerts Product Support Manager of any concerns or issues and assists in the resolution as directed

Provides telephone and on-site assistance and training to Customer Support Representatives, Field Service Technicians, Regional Sales Managers and other internal personnel for customer support and education.

Providing training to Product Support Team and recommend improvements to streamline processes and efficiencies as directed.

Qualifications

Requires technical knowledge of mechanical, electrical, hydraulic, variable frequency drives (VFDs) and Programmable Logic Controllers (PLCs) components

Requires the ability to read and comprehend engineering drawings, schematics, component specifications, service, installation and owner manuals

Excellent communicator with a high level of customer service skills and commitment to resolving problems.

Organized, methodical with an eye for detail.

Requires the ability to learn and understand the product line, their components and the interactions between product components

Requires knowledge of ERP systems and the ability to become fluent in Epicor M2K