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Careers at Ergotron


Product & Technical Support Specialist, Intern

Amersfoort, The Netherlands

Position Summary

Provide solutions to technical - warranty or non-warranty - problems or questions that arise from the Customer Care department, customers (resellers, distributors, DMR’s), and field representatives for Ergotron branded and/or ODM supported products. Make recommendations to end-users and resellers for installation and maintenance of Ergotron products; upsell point of sale and post point of sale service sku's as part of the product solution. Participate in installs and on-site diagnostics when necessary. Hours may vary based on ODM product support requirements.

Position Responsibilities

Answer product technical questions and product/install questions at a tier two/three level for Customer Care Representatives, Field Representatives, resellers and end-users Assist field representatives, DMR’s and resellers with product configurations; proof orders for configuration accuracy as requested Provide technical product specifications for Ergotron branded and ODM supported products Report and research trouble reports received from the field. Enter TRF sales orders and create service requests (SR) in ORACLE as necessary Enter case information into ORACLE NCR Module and SR Database to ensure trending accuracy; assist Quality in identifying and addressing product related issues Provide on-site cart deployment support and rectify warranty and/or non-warranty product issues by visiting customer sites as needed Issue Call Tags as appropriate under the guidelines of the Call Tag Policy Enter PO’s and/or Statements of Work in support of 3PSP scheduled and contracted work for Ergotron. Schedule site surveys and consulting with the service team; consult with customer on maintenance contract sku’s and schedule on site Service Sales resources for customer meetings/activities as needed Support “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination

Preferred Qualifications

High School degree or GED Customer Service/Tech Support experience preferred One to two years of customer service experience required Experienced in Microsoft office, Oracle (preferred), Internet/Intranet usage, answering and addressing customers issues via the phone, email or through chat; ability to download and send PDF files to customers, installers, and field representatives Able to shift hours to cover an 8 hour work day between the hours of 7 am and 7 pm based on tech support schedules Ability to travel up to 20% annually to customer sites

Submit résumé and cover letter to:

Ergotron, Inc.
Attn: HR
1181 Trapp Road
St. Paul, MN 55121 USA

You may also submit via
e-mail: hr@ergotron.com or
fax: +1-651-681-7710
EOE/AA Employer