Customer Service Associate

Position Summary

The Customer Service Consultant (CSC) is the cornerstone of customer satisfaction at Cold Jet, ensuring seamless operation and optimal performance of our advanced dry ice solution systems. This role demands a unique blend of customer service excellence and hands-on technical proficiency. The CSC will provide expert on-site installation, comprehensive training, and troubleshooting & repair support for Cold Jet equipment at customer facilities throughout their assigned territory. This includes leveraging technical skills to diagnose issues, performing repairs, and optimizing equipment performance. The CSC will not only resolve immediate customer needs but also proactively build robust customer relationships and drive revenue growth within the region. By empowering customers with in-depth knowledge and optimizing their applications, the CSC will become a trusted advisor, identifying opportunities for additional Cold Jet products, parts, and services. This role requires a proactive individual who consistently seeks innovative solutions to enhance both products and processes, ultimately delivering exceptional value to our customers.

Position Responsibilities

Technical Expertise & Customer Support:

• Proactive Preventative Maintenance: Schedule and conduct preventative maintenance inspections to ensure optimal equipment performance and customer satisfaction.
• Diagnose and Resolve Technical Issues: Employ troubleshooting techniques, including the use of multi-meters and other diagnostic tools, to identify and resolve mechanical and electrical issues with Cold Jet equipment.
• Perform On-Site Repairs and Maintenance: Conduct minor repairs, maintenance, and upgrades at customer sites, ensuring minimal downtime and maximizing equipment efficiency.
• Provide Technical Training: Deliver in-depth training to customers on the operation, maintenance, and optimization of Cold Jet equipment, empowering them to achieve optimal results.
• "Own" Customer Issues and Warranty Work: Take full responsibility for customer requests and warranty work, ensuring 100% satisfaction and maintaining clear communication throughout the process.
• Act as a Technical Resource: Serve as the primary point of contact for technical inquiries, providing expert guidance and support to customers.

Revenue Generation & Relationship Management:

• Collaborate with Regional Sales Managers: Work closely with the sales team to service customers and identify opportunities for revenue growth within the assigned territory.
• Consultative Sales: Identify customer needs and recommend appropriate Cold Jet solutions, including equipment, parts, accessories, and services.
• Generate Sales Leads: Develop a database of qualified leads through various channels, including referrals, cold calls, and networking.
• Maintain Accurate Records: Utilize Cold Jets tech stack systems [Epicor Kinetic (ERP), Cold Jet CONNECT, HubSpot (CRM)] to track customer interactions, sales data, and inventory.
• Maintain Company Assets: Ensure the company vehicle, equipment, and parts inventory are properly maintained for demonstrations, sales, and repairs.
• Represent the Company Professionally: Maintain a professional demeanor and always uphold the companys reputation.

Position Requirements

Education & Experience:

• Bachelor's degree in Business, Field Service Maintenance, or equivalent experience. Engineering Experience a plus.
• Proven technical aptitude with hands-on experience in mechanical and electrical troubleshooting and repair.
• Demonstrated ability to use multi-meters and other diagnostic equipment.
• Minimum of three years of experience in a technical customer service or field service role.
• Experience selling capital or industrial goods in a business-to-business environment is a plus.

Physical Requirements:

• The role involves physical demands, including the ability to lift, push, and pull up to 50 pounds. This is necessary for on-site installation, equipment servicing, and transporting tools and parts.
• The position may require prolonged periods of standing, walking, bending, and reaching.
• Must have the physical stamina and endurance to work in various field environments and customer locations.

Skill Competencies:

• Considerable technical skills with the ability to diagnose, troubleshoot, and repair mechanical and electrical systems.
• Strong understanding of electrical systems, schematics, and diagnostic tools.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills.
• Customer-focused with a commitment to providing exceptional service.
• Proficient in MS Office Suite and CRM applications.
• Ability to work independently and as part of a team.
• Valid driver's license and ability to drive a company vehicle, including towing a trailer.
• Willingness to travel extensively (50% or more) and work irregular hours.