The Technical Customer Operations Specialist is an advanced Customer Operations role responsible for helping customers navigate technical questions, quoting and pre-order needs, replacement parts, warranty concerns, and order or delivery issues.
This position works directly with customers, field technicians, and internal teams to understand needs, identify solutions, and drive issues through resolution. The ideal candidate enjoys solving problems, communicating with customers, and taking ownership from the initial question through the final solution.
Key Responsibilities
Customer Communication, Quoting & Resolution | 25%
Serve as a primary point of contact for customer inquiries through phone, email, and web channels our internet leads and unsigned customer groups.
Provide quoting, pre-order support, product guidance, and replacement part information.
Evaluate customer needs, prioritize requests, and coordinate with internal teams to drive issues through resolution.
Technical Support & Issue Resolution | 25%
Troubleshoot product functionality, application, installation, and service questions.
Provide practical product and technical recommendations to customers, field personnel, and internal teams.
Determine when an issue can be resolved directly and when Engineering or another technical resource should be engaged.
Aftermarket Parts & Warranty | 20%
Support aftermarket customers with replacement parts, quoting, warranty evaluation, and order fulfillment.
Review warranty requests and determine appropriate solutions within established guidelines.
Build customer relationships while identifying opportunities to support aftermarket parts growth.
Logistics & Fulfillment | 15%
Coordinate freight and shipment solutions based on customer needs, cost, timing, and product availability.
Help resolve inventory, lead-time, scheduling, and delivery challenges.
Work across departments to balance customer expectations with operational needs.
Sales & Customer Operations Support | 10%
Review and qualify inbound customer and sales opportunities to resolution and/or connect them with the appropriate resources.
Support planning and customer decisions using order, inventory, production, and customer information.
Maintain accurate customer and activity information within ERP and CRM systems.
Process & Continuous Improvement | 5%
Identify recurring customer, technical, warranty, and operational issues.
Help improve processes, documentation, SOPs, and customer support resources.
Share customer and product insights with internal teams to support continuous improvement.
What We're Looking For
3–7 years of experience in customer operations, technical support, manufacturing, aftermarket service, logistics, warranty, or a related field.
Strong customer communication, troubleshooting, and problem-solving skills.
Ability to understand technical product information and translate it into practical customer solutions.
Comfortable making decisions, working independently, and taking ownership of customer issues.
Ability to manage multiple priorities in a fast-paced environment.
Experience with ERP and/or CRM systems preferred.
Manufacturing or technical product experience is a plus.
What Success Looks Like
You don't need to have every answer. Success in this role means knowing how to ask the right questions, use the resources available to you, make sound decisions, and take ownership of finding the right solution for the customer.
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