Customer Service Technical Specialist

A Customer Service Technical Specialist (CSTS) takes the time to build trusting relationships with customers, has in-depth product line knowledge, and understands unique customer needs. This position ensures the timeliness and accuracy of all quotes and orders and facilitates the successful completion of the sales cycle from initial lead to product delivery. The CSTS will be part of a team that values integrity, open communication, hunger to learn, hard work, and respect for one another and for our internal and external customers.

RESPONSIBILITIES

·        Develop and maintain a strong technical understanding of the product portfolio.

·        Professionally and positively represent by providing strong customer support, including answering customer phone calls and emails in a timely and professional manner.

·        Use detailed understanding of the full product catalog to educate customers in technical solutions and specifications.  

·        Develop and maintain internal and external customer relationships.

·        Engage in technical discussions with current or prospective clients through professional, easy-to-understand communications (drawings and written descriptions).

·        Accurately enter and manage quotes, sales orders, and Returned Material Authorizations (RMAs).

·        Communicate order and shipping updates to internal and external customers and follow up with sales team on outstanding issues as needed.

·        Work within a (CRM) system (e.g., Salesforce) to track and document all interactions with customers and accounts.

·        Interpret product and project blueprints, schematics, manuals, routings, and other related manufacturing instructions.

·        Update job knowledge by studying new product descriptions and participating in training and educational opportunities. 

·        Other duties as assigned.

QUALIFICATIONS

• 3 years of experience in a fast-paced customer service role with a technical emphasis preferred. 
• Proficiency in Microsoft Office (Word, Excel, Outlook, and Teams).
• Experience using a Customer Relationship Management (CRM) system; Salesforce preferred.
• Familiarity with AI tools (e.g., Microsoft Copilot, Claude) to improve productivity.
• Solid critical thinking skills to analyze information and develop creative approaches to problem solving.
• Excellent verbal and written communication skills, with the ability to work effectively by phone, email, and written correspondence.
• Highly organized, accurate, and responsive, with the ability to shift between rapidly changing priorities and multiple tasks.
• Able to build rapport and develop trusting working partnerships with customers and colleagues.
• Experience with Enterprise Resource Planning (ERP) systems preferred.
• Ability to read and interpret blueprints and schematics.
• Bilingual skills in English and Spanish a plus.

ESSENTIAL COMPETENCIES

• Attention to Detail & Accuracy
• Ability to understand technical terms
• Customer Focus
• Communication
• Drive & Enthusiasm
• Sense of Urgency
• Calm Under Pressure
• Multitasking
• Prioritization
• Reliability/Strong Work Ethic

PHYSICAL & MENTAL DEMANDS

·        Regularly required to sit for extended periods of time. 

·        Spends approximately 15% of time on the production floor collaborating with manufacturing personnel.

·        Employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl and reach above the shoulders. 

·        Will frequently talk and listen and use hands to handle product.

·        Ability to see both closely and at a distance, color, peripheral, depth perception, and the ability to adjust focus.

·        Mathematical skills including addition, subtraction, multiplication, division, decimals and fractions, units of measurement, and metric conversions.

·        Reasoning skills including ability to define problems, collect data, establish facts, and draw valid conclusions about customer requirements. 

·        Ability to interpret an extensive variety of technical instructions.

·        Ability to type on a keyboard and use a mouse to gather and input quote and order information on a computer. 

·        Reading and comprehension.

·        May lift, push, or pull up to 25 pounds occasionally.

WORKING ENVIRONMENT

·        Primarily a computer-based, sedentary position in a temperature-controlled office environment.

·        Approximately 15% of time is spent on the production floor collaborating with manufacturing personnel, with opportunities to travel to jobsites a few times per year. These settings involve exposure to loud noises, sparks, fumes, chemicals, and heavy equipment.

·        Must wear required personal protective equipment (PPE), such as safety glasses, hearing protection, and safety footwear, and follow all safety procedures while on the production floor and at jobsites.

Ontech Talent, is where innovation meets expertise in the dynamic realm of IT and Engineering recruiting and staffing. Founded by industry visionary Nicole Whitbeck Dohnal, Ontech Talent has emerged as the premier strategic partner for Fortune mid to large companies seeking unparalleled talent solutions.