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CSR Tech Support Specialist I (Not IT based or related role)

DCI - 2.8

Newberg, OR Job Details Full-time From $22 an hour 11 days ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Parental leave Employee assistance program Vision insurance 401(k) matching Flexible schedule Life insurance Retirement plan Qualifications CRM software Computer operation Sales support Microsoft Outlook Phone communication Machine troubleshooting Equipment troubleshooting Windows Technical support Microsoft Office Client database systems Decision making Sales management systems proficiency Organizational skills Pneumatic systems Telephone systems Customer information system software Hydraulics Technical Proficiency Mechanical troubleshooting Cross-functional communication FDA regulations Client interaction via phone calls Full Job Description

• This is not an IT based tech support role. This role is a mechanical technical support role.
• This role is currently based in Newberg, OR, but will relocate to Wilsonville, OR in 2028.

The Customer Service Technical Support I representative will maintain a high level of exceptional technical support and service, efficiently following procedures and processes set in place to ensure DCI's customers' support needs are met.

Primary Duties and Responsibilities:

(include, but not limited to):

• Routinely interacts with customers taking daily orders.
• Answers technical questions surrounding DCI's product line.
• Enters customers' orders accurately and quickly.
• Maintains professionalism while ensuring DCI's strategic statements are met.
• Reports customer issues & on-time delivery issues daily.
• Completes RMA process when necessary and communicates to customer to ensure completion in a timely manner.
• Control upkeep of all sales records.
• Utilizes CRM system to capture pertinent data.
• Analyzes and evaluates problems and makes decisions accordingly with input.
• Assists in creating and evaluating technical support documentation and provides usability feedback to Marketing and Engineering.

Educational and Skill Requirements:

At least 3 years of experience with mechanical troubleshooting and/or knowledge of DCI products. Knowledge of ISO and FDA requirements. Excellent problem-solving and decision-making skills. Requires the demonstrated ability to effectively communicate with all levels of the organization. In-depth knowledge of all DCI products and their utilization in the field. Ability to work under pressure and maintain a pleasant demeanor. Ability to make quick and accurate decisions based on information collected. Ability to speak clearly and confidently in a positive manner when interacting with customers. Strong technical and mechanical aptitude. Possess organizational skills with the ability to multi-task. Proficient with Excel, Word, Outlook & Windows, and CRM systems. Outstanding verbal communication skills and strong telephone etiquette. Knowledge of basic electronics, pneumatics, and fluid power.

Physical Requirements:

Must be able for sit and/or stand for long periods of time at a computer workstation.

Equipment Used:

1. Personal Computer 2. Telephone system 3. Fax machine

Work Schedule:

Ability to work flexible hours, with additional time as needed. Less than 1% unplanned absenteeism is expected. No more than 40 unexcused hours per calendar year

Affirmative Action Classification:

Professional Pay:

From $22.00 per hour Expected hours: No less than 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Retirement plan Vision insurance

Experience:

Mechanical troubleshooting: 3 years (Required) CRM software: 1 year (Required)

Work Location:

In person