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Company Info

Sussman Automatic Corp.
Long Island City, NY, United States

Company Profile



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Technical Service/Customer Service


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Job ID:

3509933

Location:

Long Island City 

Job Category:

Installation-Maint-Repair, Manufacturing

Salary:

$50,000.00 per year
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Zip Code:

11101

States:

NY

Employment Type:

Full Time

Posted:

11.22.2016
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Occupations:

Customer Support: Call Center, General-Other: Customer Support-Client Care, Technical Customer Service
Engineering: Industrial-Manufacturing Engineering
Installation-Maintenance-Repair: Electrician, HVAC

Job Description:

Shared Engineering and Technical Services position supporting Engineering’s tasks and provide technical guidance to Mr. Steam and Industrial Boiler customers. 

KEY RESULT AREAS:
Technical Customer Support
Engineering Technician

Technical Customer Services General:   Develop and maintain technical customer service proficiency in MrSteam and Industrial Boiler Departments.  Support technical inquiries in a prompt, accurate manner.  Actively gain product knowledge, internal and external relationships as required.

• Communicate with customers, representatives or service technicians via telephone and email concerning product and service issues. 
• Share technical & customer services information with applicable team members and Engineering, as required.
• Maintain technical customer support interaction with designated personnel in NY and CA.
• Recommend and assist in development of  procedures (technical, not IT) for website to improve Technical Service
• Input customer, technical data, and service call reports into company CRM program.
• Provide engineering with data on parts and products as required for improvements, corrective action, upgrades, cost reduction, performance optimization …etc.
• Support field service organizations for MrSteam and Industrial Boiler products with training and seminars.  Assist Technical Service team in developing the network as required for effective coverage in the US and Canada. 
• Participate in the RMA product returns procedure to insure customer satisfaction, product quality and warranty expectations are met.
• Occasional domestic travel to repair equipment in the field.
• Legal and Insurance
o                       Respond to possible claims according to Technical Service corporate procedure.
o                       Compile and monitor assigned field events and call reports that are possible claims for management.
o                       Consult with management, and if advised notify insurance company of claims or possible claims with “FOR RECORD PURPOSES ONLY” notification.
• As with all Technical Service reps, maintain the bridge between Technical Services Department and Engineering for the transfer of required information.

Engineering Technician

• Provide laboratory support to Engineering as required.  This may be as much as 100% of time during slow seasonal periods.
• Provide engineering with information on field installation, usage and maintenance of prototypes, first articles, production parts and products.
• Monitor and report on beta testing.
• Review technical literature for accuracy and efficacy.

Job Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • At least two years’ experience in a technical, customer support role.
  • Electrical and mechanical product experience: experienced with multi meter equipment, basic electrical and plumbing knowledge.
  • Hands on electrical and mechanical troubleshooting experience.
  • Demonstrates ability to be a team player by actively participating in assigned teams as well as intercompany, cross-functional and/or special committees.
  • Demonstrates communications skills necessary to effectively interact with coworkers and outside contacts. 

Physical Demands:  The physical demands described here are represented of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
                                                                                                                                      

  • Works with heavy equipment and hand tools.  Ability to lift up to 50 lbs.
  • Required wearing safety glasses and utilizing other safety equipment as required.

Work Environment:   The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
           
Up to 10% travel required.

 

Security Clearance:

NO Security Clearance




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