Marathon Motors & Generators · 1 day ago
Technical Service Specialist
Wausau, WI
Full-time
Onsite
Mid Level
3+ years expMarathon Motors & Generators, part of WEG Group, has an excellent opportunity for a Technical Services Specialist. The role involves providing technical support to customers regarding post-sales troubleshooting, programming, and wiring for Marathon generators, while also collaborating with various teams to enhance customer experiences and product offerings.
Electrical & Electronic Manufacturing
Responsibilities
Provides technical support to customers and end users, by phone, email or CRM with technical questions, technical drawings, or product specifications on Industrial generators
Assists field support personnel via phone or email as needed by providing drawings and the use of available Marathon resources
Assists the parts department on identifying parts for customers
Track product failures for quality control purposes
Gain a deep understanding of the customer experience, identify and fill product gaps, and generate new ideas that will help grow market share, improve the customer experience by delivering customer centric solutions
Gather behavioral data and feedback from customers through multiple channels, including social media, customer service, customer interviews, and discover the features customers love and the roadblocks that make them frustrated
Act as a liaison between cross collaborative teams including Sales, Quoting, Engineering, Warehouses, and the Plants, as needed
Assists in developing standard policies and procedures, assist and support improvement initiatives and metrics with the customer in mind
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every interaction
Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals
Participate in regular meetings with supervisor to offer constructive recommendations to problems, discuss opportunities and understand individual and department needs
Records details of calls and email in technical support database
Assists the parts department on identifying parts for customers
Other duties as assigned
Qualification
Required
High School/GED
Robust product and troubleshooting knowledge, required
Knowledge of schematics, drawings and service manuals
Demonstrated competency in complex scenarios
Knowledge to handle all levels of service issues
Knowledge to communicate clearly and effectively
3+ years of related experience
Preferred
Associate degree in electrical or electronics or equivalent is preferred
Company
Marathon Motors & Generators
Marathon® has a history of over 110 years of making Motors & Generators.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase