SUMMARY
Under the direction of the Field Technician Supervisor and in concert with corporate and department goals, the Technical Advisor is a customer-focused individual that has strong attention to detail and problem-solving ability to best serve our dealers, customers, installers and work closely with our parts and service team to provide top-level support. The Technical Advisor is responsible for responding to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers, and Installers for technical support and troubleshooting of all Pflow Vertical Reciprocating Conveyor (VRC) product lines in accordance with company procedures and policies and codes, regulations and best practices. Maintaining customer relationships is key as well as protecting Pflow’s reputation as the leader in VRC quality and service. The primary focus for this role will be to support the Parts Department and provide documentation and analysis for Warranty.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
Receives and responds to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers, and Installers for technical support and troubleshooting of all PFlow products, recommending upgrades when needed, with a sense of urgency.
Provide technical support to the Parts – CSR’s to resolve product or service requests regarding parts orders or technical inquiries by looking up part information to determine if parts were missed in shipment or on backorder.
Work closely with Parts – CSR’s to determine parts needed by researching and combing through bills of material.
Provide troubleshooting assistance to diagnose technical issues and walk customers through the steps needed to fix various problems and provide support to dealers/installers on installation inquiries.
Resolve technical parts inquiries via telephone, email, and internal communications by various methods.
Enter, review and process warranty claims for products. Follow-up on pending warranty claims to bring resolution.
Work with Service Manager to identify root causes of warranty errors and document, track and maintain data in ERP system.
Alerts Product Support Manager of any concerns or issues and assists in the resolution as directed
Provides telephone and on-site assistance and training to Customer Support Representatives, Field Service Technicians, Regional Sales Managers, and other internal personnel for customer support and education
Participates as a member of company committees, projects, and team meetings as needed
Exemplifies PFlow Values in all interactions
Works safely and follows all company safety rules
The primary focus of all business-related efforts is and must remain that of promoting excellence in all PFlow products
Collaborate with internal departments including but not limited to manufacturing, sales, engineering, and purchasing to assist in process improvement.
Providing training to Product Support Team and recommend improvements to streamline processes and efficiencies as directed
Develop and maintain a thorough knowledge of all company products, parts, policies, and procedures.
Keeps work environment clean, safe, and positive
Description of Marginal Job Functions:
Sets personal goals for continued learning and growth
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Requires education generally equivalent to an Associate Degree in Electronic, Hydraulic or Mechanical Technology or a related discipline
Requires at least 5 years work experience in a Field Service Technician or Technical Support role, preferably in a heavy equipment or material handling industry
Requires technical knowledge of mechanical, electrical, hydraulic, variable frequency drives (VFDs) and Programmable Logic Controllers (PLCs) components
Requires the ability to learn and understand the Pflow product line, their components, and the interactions between product components
Requires excellent customer service skills for in-person and telephonic interaction with internal and external customers at all organizational levels
Requires excellent business communication skills to effectively relay verbal and written information in a professional manner to all levels of management, all departments, and customers
Requires the ability to exercise diplomacy and tact in all verbal and written communications
Requires excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions
Requires the ability to read and comprehend engineering drawings, schematics, component specifications, service, installation, and owner manuals
Requires the ability to travel occasionally within and outside of the U.S. by air and/or ground transportation. (Has the ability to hold a valid driver's license.)
Requires computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) proficiently
Requires the ability to learn and develop proficiency in M2K ERP software
Requires strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks
Requires self-motivation and the ability to work independently and as part of a project team
Requires the ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high-quality work
Requires the ability to use basic office equipment: fax, voicemail, copier, calculator, etc.
Requires basic math skills: add, subtract, multiply, divide, count, and calculate
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Occasional standing, walking, climbing, kneeling, squatting, stooping, crouching, crawling, twisting, bending, reaching overhead, at waist level and below waist level
Frequent use of hands to finger, handle, grasp or touch objects and tools
Frequently is required to talk or listen
Frequent sitting
Occasionally lifts and or moves 25 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus between near and far
WORK ENVIRONMENT
The employee works indoors in the office, outdoors, and in production environments. He/she may be exposed to fumes or airborne particles. He/she may work in high places.
PERFORMANCE RESULTS:
Completes all daily activities accurately and on time and according to company and customer specifications
Contributes to team goals and initiatives and is committed to continuous improvement
Produces practical, effective, and complete solutions, maintaining an excellent level of internal and external customer satisfaction
Pursues opportunities for continued education and skills development
Works safely and follows all company safety rules
Consults and assists in product training for internal and external customers
Sets personal goals for continued learning and growth
| Sponsor | PFlow Industries, Inc. |
| Posted Date | 1/19/22 |
| Job Type | Full Time |
| Contact | Diana Kuemmerlein |
| Contact Email | dianak[at]pflow.com |
| Address1 | 6720 N. Teutonia Avenue |
| City | Milwaukee, WI |
| State/Province | WI |
| Zip/Postal Code | 53209 |
| Country | United States of America |
Job Functions
| Customer Service |
| Technician |
Submitted by PFlow Industries, Inc..
Booth(s): B4622