Technical Support Representative Job at The Baker Company, Sanford, ME

cWxEMHZWclRiQ3ptZzI3TDdYY1lDajd0d1E9PQ==
  • The Baker Company
  • Sanford, ME

Job Description

Company Description

For nearly 75 years, The Baker Company in Sanford, ME, has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments. Our products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, offer unmatched user and product protection for various applications. We design and build the equipment that is used every day in cutting-edge biological and pharmaceutical research by some of the world's leading companies and research organizations.

Role Description

This is a full-time on-site role for a Technical Support Representative at The Baker Company. In the Technical Support Representative role, you provide assistance to external and internal customers by answering their technical questions concerning our products and supply parts. Also, you coordinate the repair and maintenance of our products under warranty and assist the customer in this area when they are not.

Duties and Responsibilities

  • Work with Service Management, Quality Department, and other vested parties, when required, for reporting of cases by month, year, and type for trend analysis.
  • Work with Service Management to continuously improve the Technical Services Group and the Baker Company through various initiatives.
  • Answer incoming phone calls in a courteous, helpful, and professional manner.
  • Able to reply to incoming calls, voicemails emails, and correspondence submitted through the Baker Company website in a timely and professional manner.
  • Log warranty calls, call data and other pertinent information into our call management system.
  • Maintain and open/closed case call format system.
  • Work with product end users, field technicians and other various individuals to diagnose and/or trouble shoot Baker and BakerRuskinn products in the field.
  • Coordinate with other internal company groups (Manufacturing, Quality, Engineering, etc.) to get the customer’s answers as required.
  • Analyze and define technical inquiries from end users, field techs and other various individuals either over the phone or via email.
  • Provide Test Reports, Test Data, manuals, drawings, and other pertinent information as requested.
  • Able to perform trend analysis of incoming calls to anticipate possible areas for improvement.
  • Review and understand Operator/Service Manuals and provide input for possible changes and be able to make these changes.
  • Write and/or offer input for Infield Installation Instructions, as required.
  • Provide part numbers and part quotes to end users, field technicians, CSRs and other various individuals as requested.
  • Enter parts orders as required.
  • Some travel for field work may be required. (<10%)
  • Be able to read and interpret mechanical and electrical drawings and schematics.
  • Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units.
  • Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
  • Perform other duties as needed and prescribed by Service Management.

Key Performance Metrics

  • Able to meet customer’s needs (internal and external)
  • Ability to communicate effectively and clearly to internal and external customers
  • Manage incoming calls
  • Keep Service Management updated on current issues/cases.
  • Provide case resolution in a timely manner.

Physical Requirements

  • Must be able to lift materials and parts weighing between 30-40 lbs. occasionally (10%-20% of the time)
  • Must be able to talk on the phone and work on the computer for extended periods (up to 80% of the time)

Minimum Requirements

  • 3 years assembly, test, and/or technical troubleshooting experience
  • Computer proficiency with working knowledge of MS Office (Word, Excel, Access)
  • Some knowledge of ERP/MRP/Case management systems
  • Must have good listening, communications, and excellent phone skills
  • Must be capable of concentration and be detail oriented for extended periods
  • Must be able to multitask
  • Electrical/ mechanical background
  • Knowledge of CAD a plus

Benefits

  • Medical
  • Dental
  • Company Paid Health Reimbursement Account
  • Flexible Spending Accounts
  • Life and Disability Insurances
  • 401(k)
  • Company Profit Sharing Plan
  • Gym Membership Reimbursement
  • Paid Time Off
  • And More!

Equal Opportunity/Affirmative Action Employer



Compensation details: 20-25 Hourly Wage

PIc26242ca59d1-30492-35232788

Job Tags

Full time, Flexible hours,

Similar Jobs

Independent Medical Equipment

Technician (DME Driver) Job at Independent Medical Equipment

 ...Durable Medical Equipment Delivery Driver - Join Our Delivery Adventure! Title: Durable Medical Equipment Delivery Driver Location: Chattanooga, TN Job Type: Full Time - Monday to Friday 8:00am to 5:00pm. On-call assignments Start Pay: $17 USD/h Benefits:... 

American Red Cross

Quality Control Laboratory Technologist - Part Time Job at American Red Cross

 ...us in this excellent career opportunity. Work where your career is a force for good. We...  .... Ability to use a wide variety of lab or medical equipment, personal computer and applicable...  ...comprehensive benefits help you in balancing home and work. With our resources and perks,... 

Trek Bicycle Stores | Florida

Delivery Driver- PBG (part time) Job at Trek Bicycle Stores | Florida

 ...week. Like most retail businesses, our busiest days are the weekends (Saturday & Sunday). Flexibility with your schedule, particularly...  ...care Join the Trek Bicycle Stores of Florida Team as a Delivery Driver! MUST BE AVAILABLE THURSDAY / FRIDAY AND SATURDAY Duties... 

All My Sons Moving & Storage

CDL DRIVERS (Class C) Job at All My Sons Moving & Storage

+ View details

Insight

Client Delivery Manager Job at Insight

 ...organizations through complex digital decisions. About the role As a Client Delivery Manager, you will focus on successful customer experiences and will directly interact with our customers, Service Delivery, Practice teams, and sales to deliver the highest quality of...