Who we are
ESPEC North America (ENA) is partner in environmental and accelerated reliability test chambers and solutions with a long history and deep expertise in making the world a better place through better quality, higher reliability products.

Mission
We continually aim to grow and evolve by building mutually responsive, innovative partnerships with our customers, vendors, and strategic allies, and creating opportunities for our team members. Our cornerstone is to be the most reliable and accessible supplier of testing solutions.

Exciting news! We're looking for a Customer Support Technician to join our Customer Support Department. 

Working Schedule: 8:00AM - 5:00PM Monday - Friday.

Summary

Acts as the first point of contact for customers seeking assistance with chamber setup & operation, utilities, programing, troubleshooting, faults & alarms, preventative maintenance & calibrations, and service visits. Responsible for providing prompt and effective support to customers and working to resolve customer inquiries efficiently and effectively, ensuring a positive and satisfying customer experience.

Essential Duties and Responsibilities 

· Assists customers in locating correct replacement parts and basic chamber operation.

· Documents all Customer Support phone calls in the designated software program and ensures relevant E-mails are linked and shared with Sales, Service, and Management.  

· Responsible for generating service quotes and completing all associated documentation in support of service sales to customers. 

· Develops quotes for customer chamber services including calibration, preventative maintenance, and replacement parts.

· Creates service request orders for warranty, parts and service.

· Provides information to the Field Service Manager to facilitate the scheduling of installations, start-ups, service, and warranty work for standard and custom products.

· Creates and follows up on returned material authorizations (RMA’s) for warranty parts that are required to be returned.

· Conducts pre-shipment inspections of service orders in production, noting any potential installation or start-up issues and providing sign-off approval.

· Assists in the preparation of ship kits for custom chambers and jobs prior to shipment.

· Interfaces regularly with the Test Department to stay up to date on equipment changes.

· Develops solutions and troubleshooting guides based on information provided by managers or technicians.

· Organizes and coordinates in-house materials to ensure Field Service Technicians have all necessary items for large installation projects at the job site.

· Performs other duties as assigned.

· Regular, physical attendance is required.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability that may be necessary for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

· High school diploma or general education degree (GED) required.

· Associates degree or minimum of 2 years of Technical Training (college or trade school) preferred. 

Skills and Experience

· Must possess the ability to effectively browse the internet and conduct online research.

· Strong working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, and Email) is required.

· Ability to use an ERP system required.

· Must possess excellent data entry abilities.

· Prior customer service experience preferred. 

· Candidates must possess a working knowledge of manufacturing database systems, a basic understanding of Bills of Material (BOMs) within a manufacturing environment, and excellent technical writing skills. 

· Ability to add, subtract, multiply, and divide required.

Competencies 

· Continuous Learning: Seeks feedback to improve performance; proactive in learning new technologies and industry best practices. 

· Use of Technology: Uses technology to increase productivity. 

· Troubleshooting & Problem Solving: Possesses the ability to diagnose and resolve technical issues with hardware and software; strong analytical and problem-solving skills to identify root causes of issues. 

· Customer Interaction: Possesses strong interpersonal and customer service skills; patience and empathy when dealing with frustrated customers; ability to build rapport and maintain a positive customer experience.

· Time Management & Organization: Manages multiple tasks and can prioritize effectively; strong organizational skills to manage customer issues and maintain accurate records.

· Technical Documentation: Possesses the ability to read and interpret technical documentation (manuals, knowledge base articles); documents technical issues and resolutions effectively.

· Communications: Keeps others adequately informed; selects and uses appropriate communication methods. 

· Teamwork: Works effectively within a team environment; gives and welcomes feedback. 

Language Skills 

· Ability to read and comprehend multiple step instructions (in the English language), short correspondence, and memos. 

· Ability to read, analyze, and interpret business financial statements, professional journals, technical procedures, or governmental regulations. 

· Ability to write reports, and business correspondence. 

· Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· While performing the duties of this Job the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. 

· The employee must occasionally lift and/or move up to 20 pounds. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts (while out in the Production shop). 

· The noise level in the work environment is usually quiet.

Guiding Principles

To perform the job successfully, an individual will demonstrate the following Guiding Principles:

· Respect: Respect for people, cultures, and the environment.

· Improvement: Continuously improve work processes and seek innovation.

· Safety: Prioritize the safety of employees and customers. 

· Effective: Complete work in the most cost-effective and efficient way. 

· Innovative: Take on new challenges to provide cutting-edge optimal solutions for customers.

· Lawful: Adhere to laws in all locations where we work.

· Ownership: Take initiative, be accountable, and have a positive attitude.

· Urgency: Respond quickly and effectively to co-workers and customers.

· Delivery: Set clear expectations and delivers on promises.

· Open-Minded: Be curious, receptive to new ideas, and responsive to changing customer needs.