Customer Technical Support Specialist

Join our team as a Customer Technical Support Specialist! As a vital member of our team, you will assist our customers by addressing their technical inquiries regarding our innovative products and offering support to troubleshoot mechanical and electrical challenges over the phone. You'll also coordinate repairs and maintenance of our products under warranty. This position promises an excellent benefits package and a thorough training program. If you are passionate about customer service and problem-solving, we encourage you to apply! (This is not an IT position.) The Baker Company has been a leader in developing innovative solutions for air containment, contamination control, and controlled environments for 75 years. Based in Sanford, ME, our range of products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, provides unparalleled protection for users and products in numerous applications. We design and build equipment utilized by some of the world's leading companies and research organizations in the fields of biological and pharmaceutical research. Key Responsibilities: Collaborate with Service Management and Quality Department for case reporting and trend analysis. Assist in enhancing the Technical Services Group and the Baker Company through various initiatives. Respond to incoming calls professionally and courteously. Promptly reply to voicemails, emails, and web correspondence. Record warranty calls and relevant data in our call management system. Maintain the case call format system. Work with end users and field technicians to diagnose Baker and BakerRuskinn products. Coordinate with internal teams (Manufacturing, Quality, Engineering) for customer inquiries. Analyze technical inquiries via phone and email. Provide test reports, manuals, drawings, and other requested information. Perform trend analysis on incoming calls to identify improvement areas. Review and contribute to Operator/Service Manuals and installation instructions. Supply part numbers and quotes as requested. Process parts orders when necessary. Some travel for fieldwork may be required. Read and interpret mechanical and electrical schematics. Strive to ensure customer satisfaction by delivering high-quality service. Utilize Lean tools to identify and eliminate operational waste. Undertake additional responsibilities as assigned by Service Management. Performance Metrics: Meeting the needs of internal and external customers. Effective communication with customers. Efficient management of incoming calls. Keeping Service Management updated on current cases. Providing timely case resolutions. Physical Requirements: Ability to lift materials and parts weighing up to 40 lbs. occasionally. Capable of working on the computer and talking on the phone for extended periods (up to 80% of the time). Minimum Qualifications: 2 years of experience in assembly, technical troubleshooting, or testing. Background in electrical and mechanical systems. Strong communication and phone skills. Detail-oriented with the ability to concentrate for extended periods. Able to multitask efficiently. Proficient in MS Office (Word, Excel, Access). Familiarity with ERP/MRP/Case management systems is a plus. Knowledge of CAD software is an added advantage. Benefits: Medical and Dental Insurance. Health Reimbursement Account. Flexible Spending Accounts. Life and Disability Insurances. 401(k) and Company Profit Sharing Plan. Gym Membership Reimbursement. Paid Time Off. And more! An Equal Opportunity/Affirmative Action Employer Compensation: $20-25 per hour

Created: 2024-11-14