Red Lion Controls, now HMS Networks, is undergoing a period of significant change and growth. We empower industrial organizations around the world to unlock the value of data by developing and manufacturing innovative products and solutions to access, connect and visualize their information. Red Lion's global manufacturing and support facilities serve customers in factory automation, alternative energy, oil and gas, power and utilities, transportation, water and wastewater industry segments. We provide scalable solutions for cloud connectivity, edge intelligence and asset management, industrial Ethernet switches and industry leading panel meters and operator panels, to make it easy for companies to gain real-time data visibility that drives productivity.
Position Summary
Reporting to the Manager, Customer Support, the Senior Customer Support Specialist is primarily responsible for supporting our customers throughout the process of ordering and receiving Red Lion products. The position requires problem identification and resolution of customer issues using standard practices, policies, and procedures.
Essential Job Functions
Ability to interact with different customers across multiple departments
Capable of managing multiple tasks, priorities, and requests while maintaining quality of workflow
Strong Customer-centric focus and understanding of the customers' needs
Willing to learn, self-motivated, positive, and proactive attitude, team player
Strong knowledge of all our ERP modules-Service orders, WAR, SPA, RMA, and procedures
Ability to resolve issues with almost no supervision, acts as escalation point for customer issues
Recognition of willingness to raise needed changes based on customer issue/complaints and procedure issues, address concerns/issues to supervisor
Additional tasks can be assigned to help other departments, when needed
Mentor/peer role and provide training to new employees upon request
Full understanding of EUAL process with the ability to research and approve
Ability to uncover additional revenue by recognizing customer needs
Provide prompt, courteous, and effective phone and email support to customers and channel partners including asking questions and quickly identifying root causes
Properly identify (triage) issues and engage other Red Lion Controls departments, when necessary (technical support, field sales, inside sales, operations), in a manner that is not cumbersome to the customer / channel partner
Minimum Requirements
3 years' experience providing customer support in a technical/engineer industry
3 years' experience in a customer support / inside sales role working in a call center environment
Ability to train new team members
Ability to understand and review team metrics
Advocacy of process change
Ability to prioritize efficiently
Demonstrate a sound understanding and explanation of key CS metrics
Confidence to assist others in basic problem solving
Demonstrate oral and written communication skills to interface effectively internally and externally
Ability to resolve conflict
Attention to detail and accurate recordkeeping abilities are required
Must have an intermediate understanding of Microsoft Office applications
Proficiency with English language to provide both written and verbal communication
Must be a team player
Preferred Qualifications
3-7 years of Customer Service experience
Additional level of education (AS degree or equivalent) focused on general business studies or electronics
Red Lion Controls provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Red Lion Controls complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.