Technical Customer Service Representative

Summary / Objective:

The Customer Care Representative serves as the primary technical customer support resource and

operational liaison between customers and Habasit. This role combines customer service excellence

with strong technical aptitude to support customers throughout the entire order lifecycle while

providing product application guidance, technical troubleshooting, and engineered solution support.

The Customer Care Representative partners closely with Sales Engineers (KAM), Product Management,

Engineering, Manufacturing, Supply Chain, Logistics, and Technical Services to deliver timely

quotes, resolve complex customer inquiries, recommend appropriate product solutions, coordinate

technical documentation, and ensure successful order execution. This position requires a strong

understanding of industrial products, manufacturing processes, and customer applications while

delivering exceptional customer experience.

Essential Functions:

Technical Customer Support

• Serve as the primary technical point of contact for customers regarding product selection,

applications, product compatibility, installation guidance, and general technical inquiries.

• Assist customers with troubleshooting product performance issues by gathering technical

information and coordinating with Engineering and Technical Services.

• Interpret customer specifications, drawings, bills of material, and technical documentation to

ensure accurate product selection and order configuration.

• Coordinate with Engineering and Product Management on custom products, special applications, and

technical product requests.

• Provide technical documentation including product specifications, drawings, certifications,

installation guides, and product data sheets.

Order & Project Management

• Manage customer orders throughout the complete order lifecycle, ensuring technical accuracy,

pricing integrity, and timely fulfillment.

• Process customer orders, engineering changes, quotations, replacement orders, and product

modifications accurately and efficiently.

• Review customer purchase orders for accuracy and alignment with product specifications.

• Coordinate with Manufacturing, Planning, Logistics, and Supply Chain to support production

schedules and delivery commitments.

• Monitor project milestones and proactively communicate order status, lead times, engineering

updates, and shipment information.

Customer Relationship Management

• Build strong working relationships with customer stakeholders and understand their

needs.

• Respond professionally to customer inquiries through phone, email, CRM, and other communication

channels.

• Support resolution of customer concerns related to product performance, order fulfillment,

quality, and delivery.

• Support Sales Engineers by preparing quotations, product recommendations, and customer

documentation.

• Identify opportunities for product improvements, cross-selling, and additional value-added

solutions.

Continuous Improvement

• Maintain high standards of documentation accuracy, ERP data integrity, and process

compliance.

• Participate in root cause investigations, corrective action initiatives, and continuous

improvement projects.

• Share technical knowledge with internal teams and support training initiatives.

• Contribute to process improvements that enhance customer satisfaction, operational efficiency,

and technical support capabilities.

• Support departmental KPIs, quality objectives, and customer service performance

metrics.

Competencies:

• Product & Application Knowledge – Understands industrial products, customer applications, and

manufacturing processes to recommend appropriate solutions.

• Customer Focus & Relationship Management – Builds trusted customer relationships while

delivering responsive, value-added support.

• Technical Problem Solving – Analyzes customer issues, identifies root causes, and coordinates

effective technical and operational solutions.

• Communication & Collaboration – Communicates information clearly and works effectively across

Sales, Engineering, Operations, Supply Chain, and Production.

• Order & Project Management – Manages customer orders, quotations, priorities, and project

activities with accuracy and attention to detail.

• Business & Commercial Acumen – Understands pricing, customer requirements, operational impacts,

and business objectives to support profitable growth.

• Continuous Improvement – Identifies opportunities to improve processes, customer experience,

quality, and operational efficiency.

• Planning & Organization – Effectively prioritizes multiple responsibilities while meeting

deadlines in a fast-paced environment.

• Adaptability & Learning Agility – Quickly learns new products, technologies, systems, and

customer applications while adapting to changing business needs.

• Accountability & Professionalism – Takes ownership of responsibilities, demonstrates integrity,

and consistently delivers high-quality results.

Required Skills / Abilities:

• Strong mechanical and technical aptitude with the ability to understand industrial products,

manufacturing processes, and customer applications.

• Ability to interpret technical specifications, engineering drawings, product documentation, and

customer requirements.

• Strong analytical and problem-solving skills with the ability to identify issues, evaluate

alternatives, and recommend effective solutions.

• Excellent verbal and written communication skills, with the ability to explain concepts to both

technical and non-technical audiences.

• Strong customer service and relationship management skills with a consultative,

solution-oriented approach.

• Ability to manage multiple customer requests, priorities, and deadlines while maintaining a high

level of accuracy and responsiveness.

• Proficiency with Microsoft Office applications, particularly Excel, Outlook, Word, and

PowerPoint.

• Experience working with ERP systems (e.g., Epicor, SAP) and CRM platforms (e.g., Sugar,

Salesforce) to manage customer information, orders, and opportunities.

• Strong organizational skills and attention to detail, ensuring accurate order processing,

documentation, and follow-through.

Supervisory Responsibility:

This position does not typically supervise staff.

Work Environment:

This position operates in a professional office environment with frequent exposure to manufacturing

settings and customer facilities. The role may include exposure to forklift traffic, equipment

noise, and production processes.

Physical Demands:

• Prolonged periods of sitting, standing, and walking.

• Frequent use of hands and arms for handling product samples and presentations.

• Must be able to lift up to 20 lbs. occasionally (up to 40 lbs. in some assignments).

• Required to safely operate a motor vehicle in varied conditions.

Position Type and Expected Hours of Work:

Full-time, Monday through Friday, 8:00 AM to 5:00 PM. Evening and weekend work may be required to

meet customer demands, project deadlines, or trade show schedules. Remote work may be available

depending on location.

Travel:

No travel is expected for this position.

Required Education and Experience:

• Vocational Certificate or Associate's degree in a technical discipline such as Engineering,

Industrial/Manufacturing Technology, Supply Chain, or a related field; or an equivalent combination

of education and relevant work experience.

• Minimum 3–5 years of experience in customer service, technical customer support, inside sales,

order management, or application support within a manufacturing or industrial B2B environment.

• Experience supporting engineered, industrial, or technical products, including interpreting

customer requirements and recommending appropriate solutions.

• Experience utilizing ERP systems (e.g., Epicor, SAP) and CRM platforms (e.g., Sugar, Salesforce)

in an order management or customer support environment.

• Demonstrated ability to manage multiple customer priorities while maintaining accuracy,

responsiveness, and a high level of customer satisfaction.

Preferred Education and Experience:

• Experience supporting conveyor systems, power transmission products, automation equipment,

packaging machinery, material handling, plastics, food processing, or other industrial

manufacturing applications.

• Experience reading engineering drawings, technical specifications, and product

documentation.

• Experience supporting engineered-to-order (ETO), configured-to-order (CTO), or custom

manufactured products.

• Knowledge of manufacturing processes, production planning, quality systems, and continuous

improvement methodologies (Lean Manufacturing or Six Sigma).

• Experience preparing technical quotations, coordinating engineering changes, and supporting new

product introductions.

• Advanced proficiency in Microsoft Excel and experience analyzing customer, sales, or operational

data.