Product & Technical Support Specialist II

Description

About Ergotron: 

Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health and happiness. Using the Technology of Movement™, Ergotron builds products and custom solutions that help people feel a new sense of energy in healthcare, industrial and office settings, both at home and on-site. 

Through its 40-year history, Ergotron has led the industry with innovative, professional-grade products and customer-focused service. The company has earned more than 200 patents and established a growing portfolio of award-winning brands including WorkFit® and CareFit™, and patented Constant Force™ and LiFeKinnex™ technologies. Ergotron is headquartered in St. Paul, Minnesota, with a presence in North America, EMEA and Asia Pacific. For more information, please visit www.ergotron.com. 

Position Summary: 

Expert in providing solutions to technical problems, troubleshooting, research and development of solutions to new or unknown issues related to end user customers, resellers, distributors, DMR’s, and internal  representatives. Translate product information to others for electrical, mechanical and service support resolution cases. Role will work with software based diagnostic tools, web resources, installation manuals and technical documentation in troubleshooting and product resolutions. Manage relationships with install vendors, manage install base and make recommendations to end-users and resellers for installation of DMS (Ergotron branded, Enovate by Ergotron branded, OmniMount branded and ODM products) and may manage or participate in installs and on-site diagnostics if/when necessary. 

Position Responsibilities: 

• Manage and provide electrical and hardware solutions to product technical questions and product/install questions at an expert level.
• Manage Email, Chat and Phone interactions.
• Provide legacy product support (15+ years old).
• Tier 2 escalation support for internal and external customers. 
• Manage solutions and collaborate with diversified audience including Resellers, Partners, Sales Team members, and End User/Customers, regarding product configurations, issues and resolutions.
• Provide technical product specifications and Configuration Support for a wide array of product families in multiple use case environments.
• Research trouble reports received from various audiences, including sales, service partners, customers/end users, and resellers, providing solutions with expert product knowledge and a professional approach.
• Leverage via accurate and detailed documentation, Salesforce Case Management to ensure quality trending accuracy.
• Assist Quality in identifying and addressing product related issues including emerging issues or new product issues.
• Maintain relationships with install vendors, resellers and end users.
• Product support for the Customer Engagement and Service Operations Team.
• Back up for Product and Technical support of the APAC, EMEA Teams. 
• Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented.
• Additional duties as requested.
• Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination.