Job Details
Technical Service Representative
Job Type Full-time Description
**Summary:**
Our **Technical Service Reps** are a vital part of our Customer Service Team, which provides exceptional customer service to our inbound customer, vendor, partner and contractor clients.
TSR's respond to incoming customer inquiries by analyzing architectural and shop drawings against customer-provided specifications and other construction documents to determine the appropriate selection of Metal-Era products in order to prepare pricing quotes and product estimates. They are also assigned to manage specific Customer Accounts, with responsibilities including, but not limited to: providing pricing, completing print approvals, obtaining approvals and purchase orders, assisting in the processing of orders, communicating and partnering with Engineering, Production, Sales, Service, and Shipping departments in the best interest of strengthening customer relationships with Metal-Era.
**Essential Duties and Responsibilities.**
*This list of duties and responsibilities is not all inclusive, and may be expanded to include other duties and responsibilities as management deems necessary. Candidates must be able to satisfactorily perform each essential duty listed, with or without reasonable accommodation.*
**Technical Customer Service**
* Deliver an exceptional level of service in every interaction to fulfill the SPEQ Promise (Speed, Protection, Expertise, and Quality) to our external and internal Customers. We achieve our SPEQ promise by honoring seven simple core values and celebrating our success as a team by being curious, adaptable, responsive, accountable, approachable, supportive and inclusive.
* Be responsive and professional in answering incoming Customer telephone calls and/or messages.
* Establish and maintain positive business relationships with customers to ensure the highest level of Customer satisfaction.
* Be an expert in the Metal-Era product lines; a trusted resource and advisor for our Customers who provides technical expertise, specification knowledge, pricing, and customer-centric solutions.
* Act as a primary point of contact for assigned Customer Account(s), and develop a comprehensive understanding of their people, needs, products, and pricing structure.
* Demonstrate a basic understanding and ability to navigate non-assigned Customer Accounts, to assist teammates in delivering an exceptional customer experience.
* Accurately determine material and product costs for Customer price quotes, based on your review of specific project requirements and/or plans.
* Review and coordinate drawings and approvals for proposals and job submittals.
* Master the quoting and the quote management system: reviewing and creating quotes in an accurate and timely manner. Fully understand the impact and source of processing errors and non-conformance issues, and take ownership of errors and immediately work to disclose and correct them.
* Effectively and professionally address and resolve Customer inquiries, problems, concerns and complaints regarding Metal-Era products and services.
* Communicate effectively with all personnel in Engineering, Production, Shipping, Sales, and Customer Service departments regarding specific Customer Account needs.
* Demonstrate the ability to solve problems in a professional, up-front and transparent manner. Openly disclose errors or concerns, and seek to find a win-win solution for the customer and the company.
**Teamwork and Support**
* Build relationships and resolve conflict in a productive, professional manner to support and foster our Metal-Era culture of Trust and Respect.
* Demonstrate a continuous improvement mindset, by seeking and accepting feedback, embracing change, and making adjustments in a positive manner.
* Provide support to teammates as requested, including assisting other CSRs and TSRs, problem resolution, or other inter-departmental issues.
* Demonstrate a willingness to work with others through open, honest, and supportive communication. Challenge appropriately and constructively.
* Demonstrate a willingness to contribute to special projects, as assigned by leadership.
* Comply with all safety and work rules and regulations, and maintain departmental housekeeping standards.
* Make sound business decisions, demonstrates constructive ingenuity and consistently puts forth the necessary effort to be the best job possible.
* Ability to follow and understand all appropriate work instructions, processes, procedures, programs and systems.
Requirements
**Minimum Requirements & Qualifications:**
*The requirements listed are representative of the knowledge, skills, and/or abilities required to satisfactorily perform the essential functions of this position.*
* A high-school diploma, and at least 2+ years experience in customer-interacting or customer-facing roles is required, or an equivalent combination of education and experience.
* Excellent interpersonal and communication skills; including the ability to effectively communicate verbally and in-writing with Customers, and at all levels of the organization.
* Strong computing skills, including proficiency in Microsoft Outlook, Word, Excel, and Adobe.
* Basic proficiency using office hardware including: computers, laptops, printers, and fax machines.
* High attention to detail and a consistent history of accuracy in completed work.
* Strong mathematical skills.
* The ability to read and interpret Architectural Drawings and specifications.
* Demonstrated ability to problem-solve in standardized scenarios involving several concrete variables.
* Strong customer first mindset, and well-developed customer service skills.
* Proven ability to effectively resolve conflicts and/or problems in a professional manner.
**Preferred Qualifications:**
* A certificate program or two-year degree involving Mathematics, Engineering, Architectural Drafting, Construction Technology is strongly preferred, but not required
* Experience in a metal fabrication, construction or roofing industry is preferred, but not required.
* Experience in a consultative selling environment is preferred, but not required.
* Experience in a technical or specifications-based position is preferred, but not required
* Experience working in a customer service role is preferred, but not required.
**Physical Demands:**
While performing the duties of this job, the employee is frequently required to sit; talk or hear; and use hands to finger, handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders.
The employee must occasionally lift up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
*The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation. Candidates must be able to satisfactorily meet the physical demands listed, with or without reasonable accommodation.*
**Work Environment:**
The position is primarily an office-based position with regular visits to the plant floor. The incumbent occasionally performs work-related travel, less than 20% of the time. The role is primarily scheduled weekdays, and during first-shift hours; however, some projects and initiatives may require the flexibility to occasionally work on weekends or during second-shift hours.