Technical Customer Service Representative

As a Technical Customer Service Representative, you partner with customers and contractors to solve real jobsite problems: containing blast media on a water tower repaint, ventilating a confined space, weatherproofing a structure during a shutdown. You help them figure out the right approach, the right products, and the right quantities to get the job done. You'll be the primary point of contact for customers and vendors on Eagle's product line, working closely with Sales, Product Development, and Quality Control.

This role suits someone who is smart, dependable, and curious about how things work. You don't need to be a technical expert coming in. What matters is that you learn quickly by shadowing, asking good questions, and digging into the details. Industrial or trades experience is a plus, not a requirement.

Job Responsibilities

• Work directly with customers to scope and design jobsite solutions: ask the right questions about the project, recommend the right materials and configurations, and calculate quantities for applications like debris containment, weather protection, ventilation, and dust control
• Field calls and emails from customers and vendors covering Eagles full product line (netting, tarps, reinforced sheeting, fans, ventilation, and related equipment)
• Perform material takeoffs and quantity calculations accurately, applying general math to real-world jobsite measurements
• Troubleshoot product performance issues in the field, partner with Quality Control and Product Development on root-cause analysis, and support product testing when issues arise
• Translate product and application information into clear, plain language for customers and internal teams
• Process quotes and orders accurately, including rental components where needed
• Support the Sales team with customer questions and account needs
• Identify cross-sell and upsell opportunities within the existing customer base
• Manage your inquiry queue, track follow-ups, and prioritize competing customer requests
• Resolve customer concerns and resolve complex issues
• Provide ongoing feedback to improve customer service processes and product documentation

Job Requirements

• 3-5 years of experience in customer service, inside sales, technical sales, or a related field. Prior experience with industrial products, construction, or the trades (scaffolding, rigging, HVAC, mechanical, or similar) is a plus
• Bachelors degree preferred, or equivalent work experience
• Smart, dependable, and reliable, with strong organizational skills and the discipline to manage your own workload
• Excellent learning ability and curiosity about how products perform on the jobsite; willingness to build expertise over time by shadowing, asking questions, and researching
• Strong problem-solving instincts, particularly when working through open-ended customer problems where the right answer isnt obvious up front
• Solid general math skills for material takeoffs, quantity calculations, and conversions
• Excellent written and verbal communication, including the ability to translate detailed product or application information into plain language
• Exceptional attention to detail, including accurate note-taking, order entry, and quantity calculations
• Stays calm and professional under pressure
• Proficient in MS Office Suite
• Experience with HubSpot, SalesHub, or a similar CRM is a plus, not required