Job Description

POSITION SUMMARY

The CUSTOMER TECHNICAL SERVICE REPRESENTATIVE provides technical support, working directly with customers to resolve their application and product issues. Technical support will be provided using telephone, email, and occasionally in person, requiring travel to customer sites.

This position requires experience with vaporizers and vaporizer applications, troubleshooting skills, self-initiative, ownership, excellent listening skills, patience, and motivation to provide exceptional customer service from inception to resolution of issues.  These technical and interpersonal skills are critical to the success of the customer’s perception of Algas-SDI as occasionally, issues will not only be technical in nature, but will also involve emotionally charged situations (e.g., upset customers) requiring the highest level of customer service skills.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO, THE FOLLOWING:

·       Provide technical support to customers while ensuring the quality and reliability of the information provided.

·       Resolve customer troubles/issues in the best and fastest way.  Escalate serious issues to management (e.g., to request for support, collaboration, or simply to inform management).  

·       Provide proper follow-up on customer complaints, even when a complaint has not been resolved, to ensure the customer is kept informed of the complaint/issue status.

·       Coordinate customer complaints with the global support team and Sales Managers.

·       Ensure all customer complaints are logged and information in the Quality Database is up to date.

·       Maintain working/technical knowledge of released products as improvements are made.

·       Seek out and collaborate with the Engineering Team to resolve design, manufacturing, or field issues.

·       Contribute to the goal to make Algas-SDI products “easier to use” and Algas-SDI “easier to do business with” by identifying opportunities to improve products, processes or services through the information learned from the voice of customers.

·       Perform warranty administration activities per ASDI’s standard warranty policy. Investigate and resolve warranty claims, process Return Authorizations, determine root cause of issues, and recommend actions.

·       Schedule Field Service Technician for start-up, commissioning, training, or warranty service and working with the traveling Field Service Technicians to ensure timely preparation, distribution and filing of field service reports in appropriate job folders.

QUALIFICATIONS

·       Associates Degree or Technical certification required or commensurate work experience.

·       Ability to analyze, troubleshoot and provide evidence of issues related to systems interaction and application behavior.

·       Ability to work with customers to understand and resolve problems who may not have technical skills.

·       Ability to promote and maintain positive customer relations.

·       Excellent communication skills and an ability to write effectively and clearly.

·       Strong interpersonal and communication skills while working with diverse audiences.

·       Ability to provide support to customers/end users using phone, email, web meetings or other tools to solve customer issues.

·       Ability to manage and lead team members involved in the implementation of corrective actions to solve customer issues.

·       Ability to travel to domestic and international customer locations

·       Ability to engage team members to “show them the Algas-SDI way”

·       Ability to provide enthusiastic, creative energy and ideas to the team

Company Description

Algas-SDI is a manufacturer of products and systems for the reliable deployment of clean hydrocarbon fuels worldwide. We design and manufacture a wide variety of LP-Gas Vaporizers, LP-Gas-Air mixers for replacing or augmenting the supply of Natural Gas, Natural Gas-air mixers for augmenting the supply of digester gas, Natural Gas-air mixers for combustion process pre-mixing, Compressed Natural Gas (CNG) pressure reduction units (PRU), and Ammonia vaporizers for thermal de-NOx and industrial processes. Algas-SDI, together with its partners world-wide, offers its customers an excellent single source for design, installation, and service for total system needs, supported by expert application engineering services. Algas-SDI's Engineered Systems Division manages the design and sale of customized and large capacity LPG products, Compressed Natural Gas (CNG), and complete Synthetic Natural Gas (SNG) systems. We make transportable gases easier to use: Visit www.algas-sdi.com