Employment Type : Full-Time
Position Summary: An Inside Technical Service associate possesses a broad knowledge of Swagelok’s overall capabilities and is the subject matter expert on a given set of products and services to provide our distributors and customers with product and technical information to help grow sales and meet the needs of our customers. An Inside Technical Service representative can participate in cross functional projects or initiatives. An Inside Technical Service representative should have a general understanding of material interactions and other factors used to determine product ratings. They should also have general knowledge of the variety and application of accessory items used in conjunction with standard products. Essential Duties & Responsibilities: Competent in all inside technical sales work processes and procedures. Can process all standard product quotes, modifications to standard products, answer general technical questions, and assist distributors/customers in product selection. Familiar with navigating the departmental resources to solve work related problems. Can participate in cross functional projects or initiatives. Recommend improvements to immediate supervisor on standard work processes. Has the ability to influence peers in a variety of settings. Makes good decisions in non-standard situations with limited impact. Strong working knowledge of part number structure and product options for primary product line and general awareness of additional product lines within resident service group. Complete knowledge and understanding of Swagelok's overall business process, the role of the distributor network, and the profiles of key end customers. Uses this information to educate distributors and help them win customer business. Complete understanding and usage of existing service tools and procedures. Identifies and suggests improvements to current business processes along with product enhancements. General understanding of material interactions and other factors used to determine product ratings. General knowledge of the variety and application of accessory items used in conjunction with standard products. Understands the needs and requirements for successful launch of new products. Swagelok U. Level 1 Completed. Quote pricing and delivery for all requests within resident service group. Understands customer's true needs by suggesting basic alternatives. Obtains required information through multiple departments (i.e. engineering, compliance, and marketing) and resources (i.e. Internet, Swagelok standards library). Broadens knowledge to include typical applications, industry jargon, and a general understanding of the industry landscape. Increased knowledge enables better communication and understanding of customer needs. Exemplifies service orientation and regularly demonstrates HEART techniques. Takes ownership of customer issues and begins to independently navigate the internal organization in order to create solutions for customers. Demonstrates creative thinking when approaching tasks, problems, or opportunities. Begins to challenge current processes and thinks outside the box. Is accountable for technical contribution to project team or sub team. Manages own time and participates in additional project efforts. Resource pool consists of Supervisor and departmental peers, and related departments. Proficiently using existing tools to accomplish multiple tasks of moderate to difficult scope. Establishes relationships with key contacts in multi-functional peer group. Communicates key activities with team members along with action plan. Works with others within team to establish best practices, opportunities for product knowledge, and process efficiencies. Recognizes the importance of change, introduces new ideas for others to act on and positively participates in change projects. Capable of permanently or as needed shifting to other service groups to support the fluctuating demands of our business. Scope: Occasional travel between Swagelok locations, Distributors, and Customers Service normally operates between the hours of 6 AM and 9PM weekdays. Occasional weekend and/or holidays hours are also required. The department manager approves the work schedule Education and/or Work Experience Requirements: Required: 4-year engineering degree (or technical) with demonstrated technical aptitude Capable of performing responsibilities of the Customer Service Representative Strong computer, verbal and written communication skills Excellent problem solving and decision making abilities Capable of handling multiple projects simultaneously Ability to possess solid understanding of multiple product families – related manufacturing / business processes, and expertise in more than one product line Able to work as part of a team providing distributors, their associates, and other internal support functions with the information and materials they need to win customer business Preferred: Some knowledge of Supply Chain Planning Systems is preferred. Experience in Project Engineering, Manufacturing Engineering, Global Sourcing, Supply Chain Planning or other related discipline is desirable. Experience with direct customer contact is desirable in a sales, service, technical support or field engineering capacity Working Conditions and/or Physical Requirements: Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. Swagelok is proud to be an Equal Opportunity and Affirmative Action Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex (including pregnancy), age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law Swagelok will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and the Americans with Disabilities Act Amendments Act of 2008. This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Swagelok is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason.