/g3Sheldon Manufacturing, Inc. 300 North 26th Avenue | PO Box 627 Cornelius, OR 97113 USA +1-503-640-3000 | www.shellab.com | www.labarmor.com SHELDON MANUFACTURING TECH NICAL SUPPORT SPECIALIST ABOUT SHELDON MANUFACTURING Sheldon Manufacturing, Inc. is an Oregon-based, ISO 9001:2015 certified leader in the design and production of constant temperature equipment for the global life sciences, pharmaceutical, and industrial sectors. Since 1970, the company has operated brands like SHEL LAB , BACTRON , and Cascade TEK , providing a diverse portfo lio of high-performance incubators , vacuum ovens , water baths , and anaerobic chambers . Beyond its standard product lines, Sheldon specializes in custom OEM manufacturing , utilizing advanced in-house metal fabrication to deliver precise environmental control solutions tailored to specific research and aerospace applications. TASKS AND JOB DESCRIPTION THE DEPARTMENT'S VISION IS TO RESP OND TO AND RESOLVE ALL CUSTOMER REQUESTS, PROBLEMS, AND ISSUES IN SUCH A WAY THAT EXCEEDS CUSTOMERS' EXPECTATIONS, MAKES TH E CUSTOMER FEEL VALUED, ENHANCES THE SHELDON IMAGE AND BRAND, AND, CRU CIALLY, PROMOTES FUTURE SALES THROUGH OUTSTANDING CUSTOMER SERVICE. OUR IDEAL CANDIDATE LOVES HELPING PE OPLE AND JUMPS AT THE CHANCE TO SOLVE TOUGH TECHNICAL PROBLEMS. THEY CAN QUICKLY BREAK DOWN CUSTOMER ISSUES, TURN THEM INTO A CLEAR PROBLEM ST ATEMENT, MAP OUT A SHARP TROUBLESHOOTING PLAN, AND WORK SIDE-BY-SIDE WITH THE CUSTOMER TO FIX IT. MOST CHALLENGES THEY'LL TACKLE INVOLVE ELECTRICAL SYSTEMS, INCLUDING MOTORS, FANS, AND HEATING ELEMENTS. Service Calls and Troubleshooting Remain logged into the phone queue to ta ke calls from customer s and distributors. Respond promptly to customer emails as they come in and are assigned to you. Process and Track all customer requests through the Company sy stems appropriately. Take ownership of customer issues as a ssigned or necessary and follow the problem through until it reaches a final resolu tion and the customer is satisfied. Collaborate with other personnel and depart ments as necessary to resolve issues. Document all aspects of every customer issue/ case for future evaluation and continuity of service if another representative or department takes over the issue. Escalate issues to management or engineering when necessary. /g3Sheldon Manufacturing, Inc. 300 North 26th Avenue | PO Box 627 Cornelius, OR 97113 USA +1-503-640-3000 | www.shellab.com | www.labarmor.com Help the customer obtain necessary replace ment parts (warranty or purchased) and provide information required to repair and resolve the proble m. Verify the warranty term and document the parts replacement accordi ng to the current warranty replacement policy. Escalate warranty issues as needed. If a warranty replacement unit is requeste d, escalate to the de partment manager. If warranty service is needed, arrange an on-site service call with either a third-party service company or a Sheldon employee. Follow up with the customer and service company to verify that the problem has been resolved, all parts have been returned, a nd the service invoice has been received. Train customers in unit operation when necessary. Assist service technicians w ho are on-site when necessary. Strive to improve troubleshooting and analysis skills continuously. Order Fulfillment Assist customers in identifying repla cement parts and pricing as necessary. Generate orders for parts as needed, ensuring that payment or terms are transparent to the customer and that all parts are completed a nd accurate before releasing the order for shipment. If parts need to be returned, complete the documentation and generate the return authorization as necessary. Verify all documents' accuracy and outline the problems and steps taken in Business Central. Additional Provide feedback to engineer ing and quality teams with in formation from the field to enhance form, fit, function, and customer satisfaction. Update service documentation to keep manuals and guys up to date Assist management with reports as necessary. Required Qualifications Associate degree or higher, preferably in a technical field Minimum of Two Years of Technical S upport experience in lieu of degree Ability to interpret wiring diagrams Excellent telephone and writing skills Valid Driver's License and Motor Vehicle Insurance coverage Microsoft Office experience (Excel, Word, Powerpoint) Ability to perform detailed data entry while managing a customer call Ability to travel, including internationally when needed Bonus Points / Nice to Haves Laboratory Equipment Experience /g3Sheldon Manufacturing, Inc. 300 North 26th Avenue | PO Box 627 Cornelius, OR 97113 USA +1-503-640-3000 | www.shellab.com | www.labarmor.com Ability to interpret P&ID diagrams and tr oubleshoot temperature-controlled equipment Familiarity with hand tools, applianc e repairs, and electrical systems Experience with MRP/ERP/CRM software SharePoint or Microsoft Bu siness Central experience Additional Details Hourly / Full Time / Non-Exempt Monday Through Friday Hybrid schedule: work from hom e on Fridays. Potential for 2nd work from home day Once fully trained, some flexibility available for shift start/end times $20-$26/hr per Experience