Technical Customer Support Technician in Morris, MN at Superior Industries

Date Posted: 8/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    Morris, MN
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Company Description
At Superior Industries we engineer, manufacture, and support bulk material processing and handling equipment. Our guiding core values are strong work ethic, integrity, long-term relationships, and culture of opportunity!

Job Description
A Technical Customer Support Technician is responsible for completing the following duties:
  • Answer customer calls on issues with equipment, help troubleshoot what the problem is, and purpose a solution
  • Field incoming warranty and service calls for Superior's Aggregate Products
  • Complete call reports and internal documentation to process service and warranty claims
  • Facilitate a quick and efficient resolution to all service and warranty concerns
  • Maintain files on all active service concerns for quick reference and use by other personnel 
  • Internal departments receive regular feedback on process and product improvements gathered from customers
  • Generate materials to facilitate service and repair jobs for for-site installations
  • Assist the Quality Managers, Engineers and Production with identifying and solving field problems 
  • Identify and develop support material required for part replacement, servicing, troubleshooting and training
  • Deliver training to internal and external customers
  • After hours support on rotational 24/7 schedule
Expectations of Employees
  • Able to uphold company core values
  • Promote and maintain Customer WOW with all interactions 
  • Ability to thoroughly understand Superior’s Warranty terms and conditions 
  • Manage multiple objectives and customer priorities 
  • Customers receive prompt and courteous response to questions and problems
  • Respond to initial calls within 1 hour or less
  • Process warranty parts orders in prompt fashion
  • Able to hold crucial conversations with customers about potentially sensitive topics
  • Professional (customer oriented) and effective communication, both written and orally, internally and externally
  • Proficient with email, Salesforce, and Google software
  • General manufacturing or construction knowledge
  • Ability to read and understand 'Blue Prints'
  • Ability to read to follow Hydraulic and Electrical schematics
Employee Benefits
  • Weekly Paycheck
  • Medical, Dental, and Vision insurance
  • Paid Leave Time 
  • Company Paid Life Insurance
  • 401K Retirement Account