Position Summary

Responsible for providing premier customer support through managing technical requests from internal and external customers.  This position will support phone, email, and eChat inquirers. Must effectively communicate with all division departments and division staff. Works with minimal supervision and keeps team leaders and staff informed of updates.

Essential Functions

• Provide technical support for Sporlan products.
• Perform remote diagnostics of electronic controls.
• Install firmware via web application.
• Provide pre-sales technical support to our customers including component sizing and selection, CAD model / drawing, part number selection, and competitor cross references.
• Provide post-sales technical support including installation and startup assistance, diagnostic assistance and resolution of field issues.
• Provide on-site customer support as needed.  May include training, start-up assistance, troubleshooting or sales-support. 
• Provide support to the Customer Service and Sales teams including product identification, service/repair component selection, part number creation, and product sizing/selection. 
• Maintenance of technical literature and support material.  Provide input on product requirements and specifications. 
• Analyze customer issues, product VA/VE opportunities for product improvements.
• Assist design and manufacturing associates in the development of new and/or revised product according to customer requirements.
• Provide timely reports summarizing findings on a given product or project.
• Develop and maintain comprehensive knowledge of competitive products and their activity in the market place. 
• Participate in the development and implementation of appropriate response strategies.
• Development and execution of customer communication programs and special marketing plans.
• Track daily, weekly and monthly activities to identify and implement process improvements.
• Must maintain highest degree of customer service, throughput, and quality.
• Participate in division lean and high-performance team activities.
• Will primarily support hours between 11pm and 7:30 am (Sunday night through Friday morning)
• Shift pattern may change with business needs

Qualifications

• 4-year college degree preferred (BS in electrical, computer, or mechanical engineering)
• 2-5 years of sales or engineering experience preferably within a manufacturing division
• Experience with industrial controls and/or software programming
• Understanding of financial statements and analysis
• PC literate (MS Office, AutoCAD, AutoDesk Inventor, MS Teams, Zoom preferred.)
• Excellent comprehension with the ability to understand, describe and discuss problems of a technical nature
• Technical competence in electrical and/or mechanical systems
• Refrigeration/air-conditioning knowledge is a plus

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