Munters
The Technical Support Regional Specialist is responsible for delivering exceptional customer service to clients within a designated region. This role involves coordinating and executing installations, maintenance, and break fix events at customer sites and through remote support. The specialist will collaborate closely with engineering, sales, and R&D to understand the customer requirements and application to provide technology solutions. The specialist will also analyze regional technical support trends, provide insights for improvement, and help implement strategies to enhance the customer experience. This is a remote position with travel up to 50% to customers in agriculture and farming, within the Midwest US Region.
Key Responsibilities Customer Interaction
Coordinate and execute hardware and software installations at customer locations.
Act as customer liaison with engineering, R&D and sales to ensure the customer requirements are met for each project.
Diagnose and repair mechanical and electronic equipment malfunctions.
Handle dealers and customer inquiries via Zendesk CRM as the main tool and if needed via phone, email, and chat promptly and professionally.
Regional Focus
Understand the unique needs and challenges of customers in the assigned region.
Adapt customer support strategies and communication styles to align with regional cultural and linguistic differences.
Monitor and report on regional customer service metrics and trends.
Collaboration
Work closely with engineering, sales and R&D to ensure a cohesive approach to customer service.
Collaborate with the global customer support team to share best practices and align on company-wide customer support standards.
Participate in cross-functional meetings to discuss dealers & customer feedback and improvement strategies.
Documentation and Reporting
Execute site preparation guides, installation and break fix reports as required.
Maintain accurate records of customer interactions and issue resolutions in the company’s CRM system.
Generate regular reports on regional technical support activities, highlighting key performance indicators (KPIs), challenges, and success stories.
Provide feedback to management on potential improvements to products, services, or customer support processes.
Continuous Improvement
Own new product introduction initiatives for their respective region including piloting new equipment, testing software and assist with creating relevant training and customer facing material.
Stay up-to-date with product knowledge, company policies, and industry trends to provide informed support.
Participate in ongoing training and development programs to enhance customer service skills and regional expertise.
Skills & Requirements Qualifications
3 - 5+ years of experience in control panel installation and customer support, preferably in a regional or specialized role.
Excellent communication skills, both written and verbal.
Strong problem-solving abilities and attention to detail.
Familiarity with CRM software and customer service tools.
Ability to work independently and as part of a team.
Cultural sensitivity and experience working with diverse customer bases.
Proficiency in Data Networking Management is a plus.
Ability to travel required up to 50%
Preferred Skills
Bachelor’s degree in electrical engineering, computer science, a related field, or equivalent experience, preferred.
Experience in the farming/agricultural industry
Proficiency in Spanish language is a plus.
Strong computer literacy skills including ability to install and troubleshoot software installations onsite and using remote control tools.
Experience with troubleshooting network environments using a PC, ethernet and fiber is a plus.
#J-18808-Ljbffr
Key Responsibilities Customer Interaction
Coordinate and execute hardware and software installations at customer locations.
Act as customer liaison with engineering, R&D and sales to ensure the customer requirements are met for each project.
Diagnose and repair mechanical and electronic equipment malfunctions.
Handle dealers and customer inquiries via Zendesk CRM as the main tool and if needed via phone, email, and chat promptly and professionally.
Regional Focus
Understand the unique needs and challenges of customers in the assigned region.
Adapt customer support strategies and communication styles to align with regional cultural and linguistic differences.
Monitor and report on regional customer service metrics and trends.
Collaboration
Work closely with engineering, sales and R&D to ensure a cohesive approach to customer service.
Collaborate with the global customer support team to share best practices and align on company-wide customer support standards.
Participate in cross-functional meetings to discuss dealers & customer feedback and improvement strategies.
Documentation and Reporting
Execute site preparation guides, installation and break fix reports as required.
Maintain accurate records of customer interactions and issue resolutions in the company’s CRM system.
Generate regular reports on regional technical support activities, highlighting key performance indicators (KPIs), challenges, and success stories.
Provide feedback to management on potential improvements to products, services, or customer support processes.
Continuous Improvement
Own new product introduction initiatives for their respective region including piloting new equipment, testing software and assist with creating relevant training and customer facing material.
Stay up-to-date with product knowledge, company policies, and industry trends to provide informed support.
Participate in ongoing training and development programs to enhance customer service skills and regional expertise.
Skills & Requirements Qualifications
3 - 5+ years of experience in control panel installation and customer support, preferably in a regional or specialized role.
Excellent communication skills, both written and verbal.
Strong problem-solving abilities and attention to detail.
Familiarity with CRM software and customer service tools.
Ability to work independently and as part of a team.
Cultural sensitivity and experience working with diverse customer bases.
Proficiency in Data Networking Management is a plus.
Ability to travel required up to 50%
Preferred Skills
Bachelor’s degree in electrical engineering, computer science, a related field, or equivalent experience, preferred.
Experience in the farming/agricultural industry
Proficiency in Spanish language is a plus.
Strong computer literacy skills including ability to install and troubleshoot software installations onsite and using remote control tools.
Experience with troubleshooting network environments using a PC, ethernet and fiber is a plus.
#J-18808-Ljbffr