Job Description

Job Title: Technical Advisor

Location: Milwaukee, WI

Type: Direct Hire

Schedule: M-F, 8:30-5

Pay Range: $65k - $70k + bonus

Benefits: Yes. Medical, Dental, Vision, PTO, 401(k), Paid holidays

Summary

Connect Search is hiring a Technical Advisor in Milwaukee. This position offers a hybrid work from home schedule of 2 days per week.

Responsibilities

• Receives and responds to incoming calls from Field Service Technicians, Customers, End-Users, Architects, Dealers and Installers for technical support and troubleshooting of all 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 back order.
• 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.
• Providing training to Product Support Team and recommend improvements to streamline processes and efficiencies as directed.

Qualifications

• Requires technical knowledge of mechanical, electrical, hydraulic, variable frequency drives (VFDs) and Programmable Logic Controllers (PLCs) components
• Requires the ability to read and comprehend engineering drawings, schematics, component specifications, service, installation and owner manuals
• Excellent communicator with a high level of customer service skills and commitment to resolving problems.
• Organized, methodical with an eye for detail.
• Requires the ability to learn and understand the product line, their components and the interactions between product components
• Requires knowledge of ERP systems and the ability to become fluent in Epicor M2K

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