Technical Support Specialist

• Provides technical assistance and helps troubleshoot with customers and distributors in response to incoming phone calls, emails, and web inquiries.
• Handles technical or product related calls, information or cross-over requests and customer complaints.
• Assist customers who are prepared to buy parts, kits, and accessories. Upon product selection, entering orders through our ecommerce portal into JDE.
• Works and communicates with sales, customer assistance, shipping, engineering, manufacturing and quality departments to satisfy customer inquiries.
• Collaborates cross functionally with rest of Customer Support team.
• Additional duties as assigned by manager.

Measures of Performance

• TetraVX Call Center Metrics
• Average on-hold time of < 5 minutes
• Emailtgistics (Outlook) Metrics
• Maintain customer service level agreement (SLA) of >94%
• Customer satisfaction levels through surveys

• At least one (1) year demonstrated experience in internal/external communications with customers - OR - At least two (2) years of experience in a manufacturing environment.
• Pneumatic systems experience preferred - OR - Repair/service experience preferred and the ability to respond effectively to customers., * Demonstrated ability to handle a fast-paced environment while maintaining a high level of customer obsession, even under pressure in a team environment.
• Ability to read and interpret technical data to support customer inquiries effectively.
• Thinks independently, shows initiative.
• Anticipates and prevents problems.
• Able to problem solve and think outside the box to find solutions for complex inquiries.
• Strong attention to detail, dependability, and follow through.
• Excellent analytical and interpersonal skills.
• Demonstrated commitment to continuous quality improvement.
• Demonstrated ability to work effectively with electronic tools (website, Microsoft tools, email, ERP, CRM, SolidWorks, etc.)
• Excellent written and communication skills.
• Able to manage priorities, follow instructions, respond to management direction, and meet deadlines in a rapidly changing environment.
• High level of confidence, enthusiasm and a positive attitude
• Works effectively with internal and external customers to resolve, troubleshoot and communicate unfavorable answers in a constructive and professional manner.

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses (https://www.idexcorp.com/our-businesses/business-segments/) around the globe, chances are, we have something special for you.

Who is GAST Manufacturing?

As a business unit of IDEX Corporation, GAST Manufacturing has a long history of being the leader in design and manufacturing of quality air-moving products. We specialize in offering cost effective solutions for a wide variety of industries including industrial manufacturing, healthcare, and environmental cleanup applications. We are looking to add more talent to our team., GAST Manufacturing, a Unit of IDEX Corporation is an Equal Opportunity Employer committed to workforce diversity.

The intent of this job description is to provide a representative summary of the essential duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?