What are the responsibilities and job description for the Technical Support Specialist position at WALTER USA, LLC?
Walter USA is looking for a: Technical Support Specialist in the Greer, SC area.
About the Role
The Technical Support Specialist manages and supports the Walter Technical phone line and email requests by supplying product recommendations and solutions as well as helping provide solutions to replace competitor products. They also manage and support the Walter Special Quotes email box, provide quotes for repeat special products according to NPC targets, and support customer and internal use of tools designed to select product.
Responsibilities
- Manage and support the Walter Technical phone line
- Receive and provide technical assistance and product recommendations via email, phone, chat, and other technology.
- Provide Walter solutions for competitor products
- Utilize the Walter online catalog and GPS software for providing speeds and feeds on Walter product
- Provide replacement and new solutions for obsoleted product
- Maintain up to date relevant knowledge of Walter products, digital systems and processes provided by HQ
- Create repeat special quotes for all Walter products
- Utilize the Walter costing systems for developing pricing (SAP, CAPP, ENGIN, Workflow) along with 3rd party suppliers
- Employ consultative selling techniques in communications with customers, developing inquiries into leads, and into sales.
Qualifications
- 5-7 years’ experience in the cutting tool industry
- Associate’s degree or two years education in a technical school is preferred
- Knowledge and experience of cutting tool applications and machining processes
- Must have extensive knowledge of the Walter product assortment
- Must have the ability to read and interpret blueprints
- Ability to recommend application solutions to the customer either standard or special
- Ability to provide such recommendations and solutions over the phone
- Need the ability to use relevant Walter Software & office support tools. SAP experience is a benefit
- Ability to create special quotes while keeping price consistency
- Ability to develop and create costing for special products
- Maintain professional demeanor and positive, solutions-oriented approach, in all types of verbal and written communication
Required Skills
- Extensive knowledge of the Walter product assortment
- Ability to read and interpret blueprints
- Ability to recommend application solutions
- Proficiency in relevant Walter Software & office support tools
Preferred Skills
- SAP experience