Technical Support/Repairs Rep

Job Listing No: 9740000

Technical Support/Repairs Rep

Technical Support RepresentativeGallagher North America is seeking a full-time Technical Support (and Repairs) Representative to work in our Riverside, MO location. This position will repair Gallager Animal Management related products such as Energizers and assist customers through telephonic support as well as email, and the occasional in person support in the office.?We offer exceptional benefits including employer paid premiums for employee only medical, dental, vision, life, and disability insurance. We also offer 401(k) with 3% match, 15 paid holidays and 15 days personal paid time off. This position is eligible for a quarterly bonus on top of the base hourly rate.Purpose of Position: ?Provide technical product information, solutions and support to Gallagher customers using Gallagher?s latest technologies.? Repair and service Gallagher products as well as promote growth of Gallagher North America through daily interaction with customers via outbound and inbound phone calls, emails and other electronic communication methods.Targeted Customer Base: The entire Gallagher North American customer base which consists of dealers and end users. Large ranch and corporate producers, feed yards, dairy operations, zoos, non-traditional channels and open territories not covered by territory managers.Role SpecificationsAccurately check in, repair and service Gallagher products in a timely mannerFollow-up with customers on pending repairs, receives payment, coordinates shipping, or disposal within reasonable time framesProvide technical information on Gallagher products and diagnose Gallagher product issues to customer base, wholesale & retail via phone or emailSuggest additional items for purchase when engaged by the customerCoordinate with New Zealand product reliability team regarding product quality and safety issuesMaintain a safe and clean working environment by complying with procedures, rules, and regulationsOversees and checks incoming products from the fieldLight warehouse duties, sorting / organizing incoming repairs, unpacking repairs.Utilize SAP for quotations and inventory managementReports to:? ????????????????????? Technical Inside Sales Manager?Department:?? ????????????????? Technical Support?Key Relationships:??????????? Internal: Inside Sales Department, Territory Managers, Director of Sales, Operations?External: Dealers, Suppliers, End Users? ? ? ? ???Key Position Responsibilities?Key AccountabilityOutcomes/ ExpectationsProvide technical sales assistance to end users, territory managers and dealers.?Handle 95% of all incoming technical calls with resulting outcomes.??Repair and service Gallagher?s product offering in a timely manner?Receive, inspect, log quotation and contact the customer within 48 hours while maintaining 100% accuracy?Provide information to product reliability team regarding product safety and failure issuesProperly document issues through internal product failure reports and participate in monthly service calls with product reliability team???Promote growth of open territories, direct consumer, internet sales and targeted prospects?Meet growth requirements and yearly sales budgets for targeted customer base???Create and maintain accurate customer contact information in CRMAdd new customer contact information while maintaining and verifying current names, job duties, phone number, fax number and email???Offer Training SessionsAbility to give product trainings to other Gallagher employees or any of Gallagher?s customer baseAttempt Add-on salesSuggestive selling at every touch-point we have with our customers including inbound/outbound phone calls, E-mail, fax, etc.Create reports on product received from Gallagher TMs and Gallagher customersAccurately review and inspect product received externally to determine the condition, find any faults, if it needs repaired and properly document that in a report.??Promote The Gallagher WayWork each and every day to promote the Gallagher Code of Conduct. Recognize that the responsibility to act with integrity applies to coworkers, customers and suppliers. Abide and promote compliance with the law and exemplify the highest ethical standards in our conduct.??Including any other duties not specified that may be required to complete the role, and as requested by the Reporting ManagerPerson SpecificationsQualifications Required:Detail oriented, technical backgroundStrong verbal and written communication skillsStrong organizational and time management skillsTrue self-starter and the ability to work unsupervisedExcellent problem-solving skillsAbility to communicate in an open and transparent mannerAlways looking for opportunities to do things better, smarter and faster.Close vision, color vision, good depth perception, and the ability to focus the eyes on detailed circuitryMust be able to lift and bend up to 90% of daily work hoursMust be able to lift up to 45 lbsMust be able to safely use a utility knife, pallet jack, hand truck, or carts as neededExperience Required:Associates or Technical DegreeCustomer Service / Technical support backgroundKnowledge/Skills/Abilities Desirable:Basic computer skills with knowledge of:Windows OSMicrosoft Excel, Word, PowerPointSAPOutlookKey Success Factors for this role:Keeping our customers, internal and external, as the focus of all decisions and actions.Delivering high quality work.Developing close working relationships with Managers, Project Managers and Team Leaders within the business unit and relevant people from other departments.Treating everyone equally with trust and respect.Taking responsibility for actions and decisions.Making decisions in the best interest of the company, its stakeholders, in line with the Gallagher values??

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