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# Technical Support Specialist

- **Company:** IDEX
- **Location:** Benton Harbor, MI, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Outlook, SolidWorks (CAD), Microsoft Office, Technical Data Management Systems
- **Published:** October 22, 2026
- **Apply:** https://dejobs.org/x/x/4463E6D638EA4AE2B26FD6C69CB30C7B/job/

## About the Role

* 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.

## Description

* 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