Technical Support Specialist at Teknion Ltd

Mount Laurel Township, New Jersey, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

0.0

Posted On

07 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Product Knowledge, Solidworks PDM, Engineering Drawings, Cost Effective Solutions, Customer Service, Troubleshooting, AutoCAD, Microsoft Office, Google Suite, Installation Assistance, Project Management, Pricing Auditing, Networking, Continuous Learning, Team Collaboration

Industry

Furniture and Home Furnishings Manufacturing

Description

Reports To: Supervisor, Pre-Order & Technical Support Specialists Position Summary: Interface with clients, dealers, sales and internal teams to provide guidance with product application, installation and technical product questions, and creation of special products. Essential Job Duties and Responsibilities: * Work with internal operations department, showrooms, sales, and dealers, to offer product guidance. * Work with installation companies for product application, assembly, and troubleshooting assistance. * Full understanding of Solidworks PDM (internal drawing database) and ability to comprehend engineering drawings * Ability to provide the most cost effective, efficient solution to positively impact sales. * Act as primary point of contact for the customer, dealer and sales as it relates to all specials requests and projects. * Enter specials requests into Create+Submitter (internal application) as received. * Responsible for managing and ensuring adherence to established Service Level Agreements (SLA’s). * Oversee escalations to engineering for complex requests. * Validate and confirm specials requests. Process and expedite special product pricing to the customer within established guidelines. * Continuous learning of the price product guide offerings and application guides. * Responsible for responding to questions and resolving customer related problems based on policies and procedures, through interaction with internal and external customers. * Coordinate efforts for major special projects with Extended Specials team, sales and dealer partners to ensure a timely response is provided to the dealer and/or customer. * Audit pricing for major and project specials. * Create new price requests for price protected customers. * Monitor training to grant access to internal applications for dealer partners. * Attend new product training seminars. * Attend factory tours in Toronto to gain in-depth product knowledge, as required. * Review for accuracy of product information in price and product guides, installation manuals, product memos, and technical publications. * Establish personal network within Individual Product Facilities and suppliers to obtain information and utilize their support. * Prompt, reliable and regular attendance * Work as part of the team within Pre-Order. * Other duties as assigned. Qualifications and Educational Requirements: * Associate's degree required; relevant experience considered in lieu of required education. * Demonstrated proficiency with the Microsoft Office and Google Suite (Word, Excel, and PowerPoint). * Proven ability to accurately read and interpret technical drawings and specifications. * Proficiency in AutoCAD or similar computer-aided design software. * A minimum of 2 years of experience within the furniture or a related manufacturing industry. * Ability to think strategically utilizing product knowledge and available tools to positively impact sales and customer satisfaction.

Responsibilities

The Technical Support Specialist interfaces with clients, dealers, and internal teams to provide guidance on product applications and technical questions. They manage special requests and ensure adherence to service level agreements while coordinating major projects.