Technical Support Specialist

Our Company:

General Pacific Inc is one of the leading wholesale stocking distributors in the Northwest region of the U.S since 1965. Our company is a utility distribution provider serving the electric water telephone and communication utility markets. We have been in business for over 50 years and have built a long-lasting relationship with our customers by providing them with quality products and value-added services. Our overall primary goal is the complete satisfaction of our utility customers. Our company strives to maintain adverse and well-educated staff to serve our customers needs.

We are seeking to hire a candidate who can fulfill the Technical Support Specialist position in our growing company that offers benefits with opportunities to advance and learn alongside accomplished business leaders.

What You Will Contribute:

The Technical Support Specialist will troubleshoot complex issues provide timely customer responses and deliver best in class support for all General Pacific customers in our territory. Additionally Technical Support Specialists need to speak directly with customers as well as create written communication requiring excellent written and verbal communication skills.

Job Duties:

• Respond to customer inquiries for products that relate to hardware and software questions in a friendly professional manner and log details of steps taken to resolve customer questions.
• Escalate product issues/bugs to the appropriate functional area for further investigation.
• Collaborate with functional areas within the company to resolve customer related questions with the highest degree of accuracy effectiveness and promptness to ensure consistent technical support to our customers.
• Provide technical assistance to Customer Service for product quote and configuration questions to ensure product meets exact customer needs based on specific application requirements.
• Provide pre-sale and post-sale technical support for network projects connectivity projects including resolving technical issues.
• Work flexible scheduled hours to meet the technical resource demands of the group including providing 24/7 emergency technical support through a rotational pager process.

• Promote and maintain corporate image through consistent and quality service and establish and maintain positive working relationships with customers vendors and co-workers.
• Travel throughout Pacific Northwest to call on regular and prospective customers to solicit orders and resolve customer problems.
• Call on customers on a regular schedule.
• Demonstrate products using samples or catalogs and educate customers about terminology features and benefits of products to improve product-related sales and customer satisfaction.
• Travel with factory representatives and agents to assist in demonstrations and affirm relationships when necessary.
• Determine customer requirements and expectations to recommend specific products and solutions.
• Analyze customer business opportunities and proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability.
• Generate new and repeat sales by providing customers with technical data on materials and products as needed and information on alternative materials and products when available.
• Recommend alternative products based on cost availability or specifications.
• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaints.
• Fill requests for catalogs information or samples.
• Keep appropriate inside salespersons abreast of changes and potential customer problems.
• Entertain customers and prospective customers within budget restraints.
• Prepare weekly expense reports and maintains proper records and receipts.
• Maintain and service own company vehicle.
• Remain current on consumer preferences by attending sales meetings vendor training trade shows and reading trade journals.

NOTE: This job description is not meant to be all-inclusive. Employees may perform other duties negotiated to meet the organizations ongoing needs.

Education and Experience:

• Bachelors degree
• 3 years of related experience in technical support or related role supporting product/software

Licenses Certifications Etc:

• Must have and maintain a valid drivers license and meet insurability requirements set forth by the company insurance carrier.
  
  
  

Qualifications:

• Intermediate proficiency in Microsoft Excel required
• Intermediate skills in networking SQL Server API and cellular communication standards required
• Basic understanding of fluid dynamics (flow pressure temperature cavitation etc.) preferred
• Basic industrial supervision installation and wiring flow measurement and RF communication preferred
• Basic Industrial Tech Support (experience with RS485 Ethernet networking and BAS or PLC control systems) preferred
• Basic experience with remote desktop applications preferred
• Experience in water or sewer plant operations compliance or a related field is preferred.
• Strong technical knowledge or the ability to quickly learn complex product lines.
• Excellent communication presentation and interpersonal skills.
• Ability to collaborate effectively with both internal teams and external customers.
• Self-motivated with the ability to take initiative and drive new business opportunities.
• Ability to travel frequently as required for customer visits trade shows and industry events.

Competencies:

• Initiating Action: Take prompt action to accomplish work goals; take action to achieve results beyond what is required; be proactive.
• Collaboration: Work collaboratively with others across the organization to achieve shared objectives.
• Collaborate with the outside sales team to promote and drive sales of water quality monitoring products pressure monitoring devices leak detection solutions and other product lines.
• Develop a deep understanding of the product offerings.
• Support the sales process by providing technical expertise conducting product demonstrations and educating customers about the benefits of these products.
• Assist in identifying new business opportunities particularly focusing on municipalities utilities and water/sewer plants.
• Work with customers to assess their needs and recommend the most suitable solutions for water quality pressure and leak monitoring.
• Attend industry trade shows and association meetings to represent the company stay up to date with the latest industry trends and build relationships.
• Develop sales materials and presentations to support the outside sales team and educate potential customers.

Benefits Include:

• Medical Dental and Vision Insurance - employee and their dependents
• Life and Disability Insurance
• Health Savings Account
• 401(k) Plan (15% Full Salary Employer Contribution No Match Required)
• Paid Holidays
• Paid Vacation
• Paid Sick Leave
• Quarterly Bonus Program
• Vehicle allowance

For consideration please apply to Division Manager Jason Vancleave () Please provide a resume and cover letter during the application process.

We are an Equal Employment Opportunity (EEO) employer. For more information about us please visit

Required Experience:

Senior IC