Technical Support Associate

Technical Support

Do you love solving problems? Do you have automotive or parts experience and want to take it to the next level of supporting others?

HIX Corporation is looking for a proven Technical Support candidate to assist customers with their needs. We need someone with experience in customer service but that also feels home in the manufacturing or even automotive parts world.

We have been in business over 60 years making us a proven manufacturing leader in the graphics and commercial food industry. At HIX our mission is to be an innovative manufacturer of the highest quality equipment and products. We commit ourselves to nurturing rewarding partnerships with our customers, employees, and suppliers.

Descriptive Summary

This position primarily serves customers by providing product and service information, resolving product and service problems through both written and verbal communication.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities of the job with or without reasonable accommodation. Duties and responsibilities may change at any time with or without notice.

· Technical Support:

o Offer technical assistance and troubleshooting guidance to customers experiencing product-related issues or difficulties.

o Escalate complex technical issues to appropriate internal teams or technical support resources for further assistance.

o Handle all issues as delegated by Technical Support Manager.

· Customer Support:

o Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing exceptional service.

o Assist customers with product questions, orders, returns, and warranty claims, ensuring timely and satisfactory resolution.

· Product Knowledge:

o Develop and maintain a strong understanding of the company's products, including features, specifications, and applications.

o Provide product information and recommendations to customers to assist with purchasing decisions and product usage.

· Customer Communication:

o Communicate proactively with customers regarding order status, shipment tracking, and any delays or issues affecting their orders.

o Follow up with customers to ensure satisfaction and address any additional needs or concerns.

· Data Management:

o Maintain accurate and up-to-date customer records, including contact information, order history, and interactions.

o Utilize CRM system to track customer interactions, document resolutions, and identify opportunities for improvement.

· Continuous Improvement:

o Identify opportunities to improve customer service processes, procedures, and tools to enhance efficiency and effectiveness.

o Provide feedback and recommendations to management based on customer feedback and insights gathered from interactions.

· Daily contribution as a team member is expected with regular attendance and punctuality.

• Other duties as assigned.

Why choose us?

• Stakeholder Mentality: We prioritize the interests of our stakeholders: our valued customers, dedicated employees, supportive community, and our company. Our operations are guided by a deliberate balancing of stakeholder expectations. As we strive towards our goal of establishing HIX as a financially sustainable enterprise, we remain committed to ensuring our long-term success.
• Collaborative: We believe in the power of collaboration and teamwork. We are committed to removing internal barriers that may hinder our progress. We understand that our success is dependent on the collective effort and contribution of each team member. Therefore, we strive to work collaboratively and effectively, recognizing that we either thrive together or falter as individuals.
• Winning Attitude: We approach challenges with a mindset of resilience and determination. Rather than being discouraged by obstacles, we see them as opportunities to learn, grow, and innovate. By fostering a culture of perseverance and positivity, we strive to achieve outstanding results, even in the face of adversity.
• Accountable: We maintain clear expectations for ourselves and each other, ensuring that we are all aligned towards achieving our common goals. We recognize that accountability is essential to building trust and maintaining strong working relationships, we honor our commitments and follow through on our promises. By fostering a culture of accountability and personal responsibility, we aim to create an environment where we can all thrive and achieve our full potential.
• Continuous Improvement: We recognize that excellence is a continuous journey towards improvement and growth. We believe that steady and deliberate improvements, executed with diligence and precision, can lead to transformational results. As such, we are dedicated to enhancing the efficiency, accuracy, and effectiveness of our processes, techniques, and practices. We strive to leverage the latest technologies and best practices to achieve optimal results, continually assessing and refining our approaches to ensure that we are delivering the highest possible value to our customers and stakeholders.
• Good Decision Making: We make decisions that align with our core values. Our decision-making process prioritizes quality and considers diverse perspectives to ensure that we are making the best possible choices. We strive to address the root cause of issues, rather than merely treating symptoms, to ensure that we are creating sustainable solutions that will drive long-term success. We evaluate the overall impact of each decision, balancing short-term and long-term benefits to ensure that we are achieving our goals while also fulfilling our responsibilities to our stakeholders.

Our Benefits

· We offer a full range including medical/dental/vision and various supplementals.

· 401K match 100% up to a 6% contribution

· Generous PTO package

· Educational Assistance

Education/Experience

· Customer Service Experience / Parts Experience

· Five years related experience and/or training.

· Equivalent combination of education, experience, and training.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $17