Warehouse material handler ensuring product quality and order accuracy at Thorne. Role involves receiving deliveries, conducting inventory, and maintaining a safe work environment.
About the role
- Technical Support Specialist providing customer support for lighting and controls products. Ensuring prompt assistance and promoting brand loyalty via troubleshooting and problem-solving.
Responsibilities
- Ensuring that customers receive industry-leading Technical Support, promoting brand loyalty
- Assisting in remote troubleshooting of performance issues with lighting and controls products
- Assisting with remote programming or re-programming controls products
- Collaborating with Field Service and Warranty teams to provide solutions to field issues
- Assisting with installation and application questions
- Utilizing drawings and bills of material to provide information for replacement parts
- Providing guidance for field modifications of installed products
- Leveraging Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed
- Documenting customer interactions in the CRM tool Salesforce
- Continuously increasing product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring
Requirements
- 5 years of work experience in a related field required
- Ability to work remotely from a space with minimal distractions and reliable internet access
- Ability to succeed in a fast-paced environment with a high volume of customer interactions requiring effective multitasking throughout the day
- Demonstrated autonomy, diligence, professionalism, and a sense of responsibility
- Demonstrated excellent communication and interpersonal skills
- Ability to diagnose complex problems through analytical thinking
- Technical aptitude - electrical, wiring, digital/analog controls systems, reading schematics, reading/interpreting wiring diagrams
- Proficiency with computer applications, including Microsoft Office Suite and Salesforce, or a similar CRM
- Lighting and controls experience within a call center environment is preferred
- A technical degree is preferred
- An understanding of the fundamentals of manufacturing is preferred
- Available to work onsite to engage and collaborate with teams and colleagues, visit customers or suppliers, or create moments that matter that require in-person interaction based on business needs (approximately half of the time)
Benefits
- Health care
- Dental coverage
- Vision plans
- 401K benefits
- Commissions/incentive compensation depending on the role
Job title
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