Major Goal

Responsible for pre- and post-sale technical support of products working directly with OEM customers, distributors, and sales representatives in domestic and international markets. Acts as the customer facing technical expert and problem solver. Will often have the first contact with prospective customers and is responsible for qualifying their needs and application and identifying the best products to solve their design challenges. Works with entire Customer Care Team to support all product lines. Be the voice of the customer and voice of the company by acting as a conduit for communications.

Responsibilities:

• Customer Support:

o Assessing applications to ensure appropriate products are recommended to customers or potential customers.

o Provides quotations for pricing, lead times, terms and conditions to customers and leads.

o Provides technical support of the product before, during and after installation.

o Proactively communicate with customer and execute outstanding customer service to advance inside sales. Work with sales team for campaign success.

o Maintain in depth understanding of the market and the products to communicate effectively externally.

o Provide product documentation review and product training to customers.

o Use troubleshooting tools to solve customer issue quickly and proactively

• Product Support:

o Actively communicate product issues and product development opportunities identified by the customer to Operations, Product Management, Engineering, Sales and others as appropriate.

o Work with external partners to ensure best results with product systems solutions for customer applications.

o Communicate market trends and customer requests, issues, new applications, etc. with:

• Product Idea Proposal generation

• Salesforce entries and documentation

• Customer Complaint documentation

• Active participation in cross functional teams

o Assist in resolution of quality issues through communication to engineering

o Maintain in depth understanding of the market and the products to communicate effectively both internally and externally.

o Maintain a working knowledge of government and industry quality codes and compliance standards

o Provide product documentation review and product training to co-workers.

• Continuous Improvement:

o Proactively identify customer service improvement opportunities

o Proactively seek new information about the market and competitors’ products to aid in the improvements of our products and services

o Develop, implement, evaluate, and report solutions

o Review assigned RMA/SCAR/CAPA incidents to insure satisfactory resolution

o Actively participate in CCT improvement activities

• Other duties as required or assigned

Education/Experience Requirements

Must have Plastic Injection Molding experience.

• Preferred associate or bachelor’s degree with 2 years’ experience or equivalent
• Technical and customer relations/sales background

Skill/Ability

• Ability to maintain a positive attitude with customers and co-workers
• Ability to work with demanding or upset customers and remain professional
• Ability to interpret technical information and drawings
• Strong troubleshooting and process improvement skills required
• Ability to work effectively both independently and in a team
• Strong oral and written communication skills required
• Advanced computer skills including an aptitude for ERP/Salesforce and MS Office®Suite

• Strong organizational skills and able to juggle multiple tasks and continually changing priorities

• Ability to work in a fast-paced office environment
• Ability to collaborate on cross-functional teams and with all departments