Company Overview
West Salem Machinery, a Bruks Siwertell Company, is a leader in manufacturing rugged and reliable wood grinding and screening equipment. We specialize in providing superior processing solutions for industries such as bioenergy, biomass, food waste recycling, and plastics recycling.
Summary
The Product Support Specialist is the first point of contact for our customers when they need help providing responsive, knowledgeable, and solution-focused support. The position handles inbound parts and service inquiries via phone and email, assesses customer needs, and coordinates resolutions by working closely with internal teams across Service, Engineering, and Parts. This position ensures that our customers experience minimal downtime and maximum satisfaction. Note: Must meet Company requirements for a criminal background check and drug screening.
Responsibilities
- Answer Service-related phone calls and assist customers in finding product information (i.e., Grease specs, torque specs, electrical information, etc.).
- Assist customers with technical issues and concerns regarding a company’s products, offering technical support and resolving problems (largely by phone).
- Prepare quotes for and sell parts and services related to Company products.
- Coordinate and schedule technical product support and service calls as directed, while developing and maintaining efficient and cooperative interaction between other departments across the Company.
- Maintain records of common technical issues and compile a database of common questions or issues in order to develop FAQs or troubleshooting guides.
- Assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips.
- Present informative pitches and demonstrations and answer any questions for customers, vendors and fellow staff, as assigned.
- Diagnose technical issues and assist with repair requests.
- May also train or educate internal users and create training programs or materials.
- Perform other related duties as assigned.
Skills & Abilities
- Ability to read and speak English sufficiently to read, understand, communicate easily with others and complete all paperwork within established timelines.
- Strong mechanical and technical aptitude – familiarity with machinery and/or mechanical background (preferably large machinery).
- Basic electrical adeptness/aptitude (PLC preferred; automotive, 12v, etc. acceptable if demonstrable willingness to learn).
- Knowledge or willingness to learn different types of metals, materials, etc.
- Ability or willingness to learn to read blueprints, technical drawings, equipment manuals, bills of materials.
- Ability to trouble-shoot technical issues and identify possible solutions to customer problems.
- Attentive to detail, committed and persevering.
- Excellent communication, presentation, interpersonal and problem-solving skills with the ability to handle complaints, settle disputes, and resolve conflicts (in-person, via phone, or email).
- Ability to manage multiple tasks to completion.
- Ability to energize, develop and build rapport with others at all levels within an organization.
- Ability to work effectively both as a team member as well as independently.
- Strong computer skills and the ability to quickly learn new software (proficiency with MS Outlook, Excel, Global Shop (ERP), Database, DWG Viewer preferred).
- High enthusiasm for training and ongoing desire to learn about industry-related technology and customer service processes.
Education & Experience
- Associate or bachelor’s degree in mechanical engineering/technical background (or two or more years of prior relevant mechanical or technical experience) is a bonus.
- At least two years of previous experience in customer and/or technical support is required and inside sales experience would be an advantage.
- At least two years of previous experience with MS Office Suite (Outlook, Excel, Word, etc.) and reading/understanding engineering drawings is required.
- Experience working in a CRM is a bonus.
Physical Requirements
- Sitting at a desk working on a computer, calculator, phone, paperwork (approximately 80%)
- Standing, walking up to several hundred feet, climbing stairs, bending, lifting and carrying up to 25 lbs. (approximately 20%)
Work Environment
Indoor manufacturing office setting most of the time. May be exposed to distracting noise levels, such as from office equipment. On occasion, work may be required in an industrial machine shop setting. Environmental characteristics in this setting include:
- Exposure to high, precarious places on occasion and outside weather conditions.
- Exposure to cold and heat from large areas with openings to the outdoors.
- Exposure to fumes or airborne particles and risk of electrical shock.
- Exposure to shop machinery, moving equipment (cranes, forklifts, and other moving equipment) and electrical hand tools at the jobsite.
Typical Hours/Shift
7:30 am to 4:00 pm with a 30-minute lunch break, Monday – Friday
Benefits
Paid time off, holiday pay, medical/dental/vision insurance, 401k program, flexible spending account, and various other programs based on current Company policies (i.e., cost sharing programs for job-related clothing like uniforms and work boots, when required by the job)
Job Type: Full-time
Pay: $58,240.00 - $62,400.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
- No nights
Experience:
- Technical support: 2 years (Required)
- Customer service: 2 years (Required)
- Microsoft Office: 2 years (Required)
- Blueprint reading: 2 years (Required)
- Mechanical engineering: 2 years (Preferred)
Ability to Commute:
- Salem, OR 97304 (Required)
Ability to Relocate:
- Salem, OR 97304: Relocate before starting work (Required)
Work Location: In person
