Technical Support Representative

Lakos•Fresno, CA

About The Position

GENERAL SUMMARY: Looking for an optimistic individual with a growth mindset to join our Customer Support Team. This person will work directly with our customers and Outside Sales team to help customer size and select product and provide pre-sales and post sales product support. This person will prepare quotes, enter orders, answer questions on products, order status, pricing and product support. The Technical Support Rep collaborates with other departments within the company to ensure that communication with the customer is consistent and professional. Ability to be flexible and look for improvement opportunities is critical for the role.

Requirements

Strong work ethic and commitment to the company values
Demonstrates passion for customer satisfaction
Embrace change and development opportunities
Display passion for continuous improvement, and seek solutions to find efficiencies in processes to better serve our customers.
Take leadership in following up on leads and opportunities to support top line revenue
Excellent communication skills, and ability to deliver difficult information tactfully
Ability to work collaboratively with other departments and resolve conflicts professionally
Ability to balance priorities to complete the most important tasks first
High School Diploma required; Bachelor's Degree preferred
3-5 years Customer Service Experience or Technical Support for a manufactured product
Ability to multitask, prioritize and manage time efficiently
Experience with ERP and CRM preferred; (Microsoft Navision, NetSuite and/or Dynamics a plus)
Experience in Manufacturing/Assembly preferred (filtration, pumps, panels preferred)
Experience with Microsoft Office required
Ability to work with a customers to problem solve and/or trouble shoot to reach resolution
Ability to communicate positively and professionally (both written and spoken)

Responsibilities

Answer calls and emails and address inquiries from all customers, in varying markets
Prepare quotes and supporting documentations for customers
Enter sales orders with accuracy and in a timely manner
Provide professional customer communication with internal and external customers
Use established best practices to enter orders with accurate and complete information
Ensure that the CRM database is accurate by updating contacts, opportunities and other communication
Follow up on leads and inquiries that come to LAKOS through varying sources
Learn products and applications to size, select and support customers pre and post sale
Generate freight quote, part number, drawing requests as needed.
Provides technical support, over the phone to work with customers to identify and trouble shoot pain points in their application and suggest a product to solve their problems. Also able to visualize the customers situation and is familiar with parts and other components to make suggestions for resolution.