Technical Support Specialist - Grieve Corp.

Join Our Team as a Technical Support Specialist!

We are seeking a motivated and detail-oriented Technical Support Specialist to join our team in Round Lake, IL. This role focuses on providing technical support for our industrial equipment, answering phone inquiries, assisting customers with basic technical troubleshooting, and scheduling service calls. The ideal candidate will have excellent communication skills, a strong customer-focused approach, and basic technical knowledge.

Key Responsibilities:

• Technical Support:

Answer incoming customer calls regarding technical issues with industrial equipment, providing basic troubleshooting and guidance for resolving common problems using known solution approaches.

• Problem-Solving:

Help customers identify and clarify their technical issues, offering effective solutions or escalation to the appropriate technical support team members when necessary.

• Scheduling Service Calls:

Coordinate and schedule service appointments for on-site technicians based on customer needs and availability.

• Product Knowledge:

Maintain up-to-date knowledge of product specifications, troubleshooting protocols, and common service procedures to assist customers effectively.

• Documentation and Reporting:

Log all customer interactions, issues, and resolutions in the company’s CRM system to maintain accurate records and ensure proper follow-up when needed.

• Customer Communication:

Provide clear and professional communication to customers, ensuring a high level of satisfaction with the service experience.

• Collaboration:

Work closely with the technical support team and field service technicians to relay relevant information and ensure efficient service delivery.

Qualifications:

• 5+ years of customer service experience, particularly in technical support or industrial equipment, is preferred.
• High school diploma or equivalent required. Technical or vocational training related to industrial equipment is a plus.
• Strong problem-solving skills and the ability to explain technical concepts in simple terms.
• Excellent phone communication skills and the ability to remain calm and professional in high-pressure situations.
• Basic understanding of industrial equipment and machinery, or the ability to quickly learn.
• Proficient with computer systems and basic software applications, including CRM tools.
• Exceptional organizational and time management skills.

Benefits:

• Medical, dental, vision insurance
• Life insurance
• 401(k)
• Profit sharing
• Paid holidays
• PTO

EQUAL OPPORTUNITY STATEMENT: Grieve is proud to be an equal opportunity workplace and is an affirmative action employer.

You should be proficient in:

• Equipment Troubleshooting
• Troubleshooting Skills
• Mechanical Troubleshooting Skills
• Preventive Maintenance & Inspection
• Excellent Communication Skills
• Experience in a Manufacturing Environment