Technical Support Manager jobs in Tupelo, MS

Position Summary

This role is responsible for providing support for the outside sales team, Engineered Valves channel partners, engineering firms and OEMs.  This support includes application/technical support, preparation of proposals, following up on proposals and managing project orders.  Administers all phases of quotes and orders and assists other departments to resolve any issues or problems throughout the order process. Report out monthly on status of product line(s) to budget/forecast, major project status and market conditions influencing the product(s).

Essential Responsibilities

Assist sales Force (Direct / Indirect) by providing technical information, preparing quotations, following up on quotations and providing application support.  Assist with monitoring of customer service requirements by maintaining contact with customers and Channel Partners.

Provide Project Management on project orders.  This includes entering orders, issuing approval drawings if required, and working with our customer and internal resources to execute the order smoothly.  Provide help and advice to customers regarding products, orders and deliveries via the telephone and/or email as needed.

Support sales management on monthly sales forecasting and Sales & Operations Planning process by regularly updating the Electronic Quote Log system.

Review customer supplied Terms and Conditions, prepare comments in response and support activities required to bring to closure as directed.

Demonstrate increasing knowledge of product applications and competition to aid in product selection and bid preparation.  Optimize communications and collaboration between Customer Service, Field Sales and key internal and external customers, and suppliers.

Understand requirements of Customer Service in relation to export controls, ensure compliance to export requirements on all export orders.Produce various reports regarding quality issues, orders, monthly figures and customer feedback as required.  Be knowledgeable with all appropriate ISO procedures and policies, provide administrative support as required.

Support management of and organize responses to all Customer inquiries within the required timeframe, and handle all Customer complaints as required.

Support all EPRISM activities.  Produce reports and provide analytical support as required

Assists with resolutions of customer return material and warranty issues.  Assist with the prompt and efficient resolution of customer invoice and payment issues.

Position Requirements

Previous Customer Service & applications support experience.  Strong communication, interpersonal and analytical skills.  Ability to read technical specification and recommend solutions to customers.

Strong team, motivational, and communication skills.  Ability to achieve targets and meet deadlines.

EDUCATION and/or EXPERIENCE

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Bachelor's degree (B.A. / B.S.) from four-year college or university or appropriate experience in application support / technical support.  Engineering degree is preferred.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to work with basic mathematical concepts.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

COMPUTING SKILLS

Ability to effectively utilize word processing software and spreadsheets and to navigate and use other custom applications software in a MS Windows environment.  Knowledge of SAP is desirable.

CERTIFICATES, LICENSES, REGISTRATIONS

N/A

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVELSome travel may be required from time to time as part of this position.

ITT operates through three Value Centers (operating segments):

Motion Technologies (Revenue of $1.4B; headcount of 4,700; operates in 13 countries) manufactures brake components and specialized sealing solutions, shock absorbers and damping technologies primarily for the global automotive, truck and trailer, public bus and rail transportation markets;

Industrial Process (Revenue of $1.0B; headcount of 2,800; operates in 30 countries) manufactures engineered fluid process equipment serving a diversified mix of customers in global industries such as chemical, energy, mining, and other industrial process markets and is a provider of plant optimization and efficiency solutions and aftermarket services and parts;

Connect and Control Technologies (Revenue of $0.6B; headcount of 2,700; operates in 10 countries) manufactures harsh-environment connector solutions, critical energy absorption, flow control components, and composite materials for the aerospace and defense, general industrial, medical, and energy markets.

Equal Pay Act Range