Applications Customer Service Technician

Description:

Since 1908, Darley, a family-owned business, has driven steady growth while passionately serving the world’s first responder and tactical communities by providing high quality, safe and innovative products with unmatched commitment and service. Corporate headquarters is in Itasca, Illinois, while state of the art R&D and manufacturing operations are in Chippewa Falls, Wisconsin, and Janesville, Iowa. The Pump Division, located in Chippewa Falls, WI is currently seeking a Applications Customer Service Technician to add to its team. This Job is located in Chippewa Falls, WI.

Benefits:

Job Stability with industry leader, health Insurance, including medical, dental and vision, life Insurance, short term disability, long term disability, 401k match, 401k profit sharing, tuition reimbursement, nine paid holidays, generous PTO policy, bonus structure, boot reimbursement, company picnics/ holiday parties, safety incentives and so much more!

General Responsibility: Shall Serve as the first line of communication for our Sales Team and customers regarding pumps and pump parts; including repairs and general operating, applications and maintenance questions.

Specific Responsibilities and Authorities

Respond to inquiries/ questions regarding part and pump quotes and orders and the repair and general operation of Darley pumps and parts, for both commercial and government accounts.

• Provide customers with necessary information to help them determine what is needed for repair or replacement or the general operation of Darley pumps, accessories or parts; to include gear ratio selection, driveline layout analysis, and pump sizing.
• Provide 3-D models of existing components or assemblies to customers.
• Enter quotes for parts and accessories, including costs and lead times, and the shipping charges as requested.
• Enter parts orders
• Enter pump orders
• Enter RMA’s to return parts that were not needed or for repair or warranty
• Create technical publications and repair videos for the Darley website.
• Provide customers with information for our service centers to repair their pump
• Enter RMA’s and repair orders when customer wants Darley to do repairs
• Respond to inquiries/ questions concerning maintenance or repair of Darley Products
• Fill out custom product sales order for approval.
• Continuously improve processes within the department, driving initiatives that
• enhance customer experience and reduce internal labor input.
• Drive standardization of product through initiatives both with the internal and external
• teams and customers.
• Investigate root causes of failures for warranty consideration and determine course of action (accept or decline warranty).
• Provide follow-up information for any of the above
• Travel may be necessary for field work

AAP/EEO Statement

W.S. Darley and Company provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics.

Requirements:

Qualifications:

Associate degree in a mechanical, technical or business field related to manufacturing or equivalent experience.

Proven mechanical aptitude, Troubleshooting, Diagnostic and communication skills

Understanding of Enterprise Resource Planning Systems (JD Edwards experience is a plus)

Microsoft office suite experience

Ability to read and understand blueprints and bills of materials