Org Marketing Statement
Position Summary
Coordinates the technical relationship with internal and external customers. These activities may include (but are not limited to) specifying products, processing product repairs, and troubleshooting existing product installations.
Reports to: Division Quality Manager
Scope/Supervision: Interacts with manufacturing, engineering, accounting, and customer service personnel as well as the members of the Technical Support and Technical Services departments. Troubleshoots customer problems with sales and distribution.
Responsibilities
1. Liaisons with Service Department to specify proper product for customer applications in response to direct customer contact or indirect customer contact through a Territory Manager or Customer Service Representative.2. Coordinates product return for service or credit.3. Assists customers with troubleshooting of non-performing installed product.4. Authorize warranty repairs, solicit customer purchase orders for non-warranty repairs and inform customers of installation issues which need to be rectified for proper operation of the product.
5. Liaisons with Manufacturing and Engineering Departments on matters regarding product performance, product design and product quality. Participates regularly on Customer Concerns and Satisfaction team. Provides input in new product design and development.6. Supports Accounting Department in confirming disposition of credit for returned product.
7. Supports Customer Service Department in technical matters beyond the scope of the Customer Service Representative function.8. Assists in the training of new Territory Managers, new Customer Service Representatives, and new Applications Engineers.9. Maintain high level technical knowledge of new, existing and evolving CPD products.10. Other duties as required, to assist in attaining premier customer service.
Qualifications
EDUCATION: Bachelor of Science degree beneficial, preferably in science or engineering discipline.
EXPERIENCE: Minimum three (3) years of experience in technical service/customer support capacity.SKILLS: Good organizational, analytical, and interpersonal skills (written and oral). Good telephone manner. Technical aptitude for mechanical and chemical applications.Willing to accept limited travel for customer visits, training and for personal development training opportunities. Working knowledge of general Sales, Marketing and Business influence on decision-making process. Ability to read a technical drawing.
Equal Employment Opportunity
Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)
If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov) and Genetic Information Discrimination
