Details: Position Summary: Coordinates technical issues with internal and external customers. These activities may include but are not limited to specifying products, processing product repairs and troubleshooting existing product installations Scope/Supervision and Interaction: __ Has Direct Reports __X__ Does Not Have Direct Reports Interacts with manufacturing, engineering, accounting and customer service personnel, as well as, the members of the technical support and technical services departments. Troubleshoot customer problems in cooperation with sales and distribution. Essential Functions: Specifies proper product for customer applications in response to direct customer contact or indirect customer contact through a Territory Manager or Customer Service Representative. Coordinates product return for service or credit. Assists customers with troubleshooting of nonperformance installed product. Liaisons with Service Department to authorize warranty repairs, solicit customer purchase orders for non-warranty repairs and inform customers of installation issues which need to be rectified for proper operation of the product. Liaisons with Manufacturing and Engineering Departments on matters regarding product performance, product design and product quality. Participates regularly on Customer Concerns and Satisfaction team. Provides input in new product design and development. Supports Accounting Department in confirming disposition of credit for returned product. Supports Customer Service Department in technical matters beyond the scope of the Customer Service Representative function. Assists in the training of new Territory Managers, new Customer Service Representatives and new Applications Engineers. Maintain high level technical knowledge of new, existing and evolving FNS (Balston) products. (06/05/2006)
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