Analysis Skills, Change Management, Communication Skills, Customer Relationship Management (CRM), Customer Support/Service, Customer Training, ERP (Enterprise Resource Planning), Identify Issues, Loading Dock, On Site Support, Organizational Skills, People Management, Persuasion Skills, Physical Demands, Problem Solving Skills, Product Development, Product Documentation, Reverse Engineering, Root Cause Analysis, Technical Support, Willing to Travel
Contributes to Multi-Fab by providing technical support to external customers, training to department members, creative and technical product development exploration and tool development and identifies root cause analysis for Return Merchandise.
ESSENTIAL DUTIES and RESPONSIBILITIES:
[This section should list the specific functions and responsibilities of the position, including travel requirements, if applicable. Capturing % of total time is optional, however may be required in certain states as documentation of FLSA classification.]
% of Total Time
- Supports customers by responding to caller questions and inquiries
35%- Performs special projects as needed - i.e. - Stage equipment for on premise training.
15%- Assists callers requiring advance technical issues
15%- Trains colleagues on advanced technical issues
15%- Identify and document incoming products for sourcing and/or reverse engineering
5%- Product Development ideology and tool development
5%- Identifies root cause issues on returned products, documents and communicates through appropriate external and internal channels
5%- Enters and updates information into ERP and/or CRM as appropriate
5%- Contributes to a positive team environment.
An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.
COMPETENCIES:
Competency
Level
Competency Description
Analytical Thinking
4. Experienced
Solves complex problems using a sequential system.
Communication Skills
3. Mid
Communicates using persuasion and authority.
Functional Knowledge
4. Experienced
Expertise in his/her discipline and understands these concepts in other disciplines.
Influence
4. Experienced
Profits from garnering support for concepts and solutions from other functions.
Leadership Skills
1. Entry
Does not manage employees, but may mentor and/or train on a peer-to-peer basis based on personal expertise.
Problem Solving
4. Experienced
Arrives at decision using analytical thought.
Business Impact
1. Entry
Role has impact on the department.
Collaboration
4. Experienced
Strengthens alliances with other divisions to create opportunities internally and externally.
Company Knowledge
3. Mid
Understands how his/her team contributes to the department to meet the goals defined.
Job Impact
4. Experienced
Function.
Managing Change
1. Entry
Implements changes provided by management.
Strategic Responsibility
1. Entry
Not responsible for strategy.
MINIMUM QUALIFICATIONS:
Education High school diploma or Equivalent; Associate's degree or Bachelor's Degree in a technical field preferred
Experience and/or TrainingExperience working with loading dock equipment and systems. Experience speaking with customers in person and/or over the phone to help guide solutions and respond to questions.
Technology/Equipment Computer skills including Microsoft Office application, ERP systems, Mechanical loading dock technology exposure
PHYSICAL AND MENTAL DEMANDS:
The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.
Physical Demand
NA
Rarely
Occasionally
Frequently
Constantly
Weight
Strength - Lift, carry, push, pull, or otherwise move objects
X
50
Reading
X
Carrying
X
20
Climbing Stairs
X
Crouching
X
Grasping
X
Grip
X
Handling
X
15
Kneeling
X
Pinch
X
Pulling
X
Pushing
X
Reaching
X
Vision
X
Repetitive Motions
X
Sitting
X
Standing
X
Walking
X
Stooping
X
WORKING ENVIRONMENT:
The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.
The individual will work primarily in an office environment and will occasionally walk through the shop and interact with people working on or near machineryM
MRA - The Management Association