Hydraulic Products Technical Support

Requisition ID:  42068
Job Location(s):  Eden Prairie, MN, US

Job Responsibilities

Responsibilities for this position include but are not limited to, the following. 

• Analyze and interpret customer product inquiries quickly, and determine and effectively communicate potential solutions.
• Researching information on the requested products and the customer’s application.  
• Ability to manage responses to multiple inquiries at one time and present the requester with solutions promptly.
• Respond to customer inquiries via phone, email, and chat. 
• Track and document inquiries and subsequent solutions into the group database for purposes of tracking 
• key metrics and sharing technical information.
• Establish key contacts within the organization as product / technical support resources. Mentors, motivates and coaches team members; acts as an employee advocate.
• Stay current on Danfoss products and develop expertise in Fluid Conveyance products and capabilities to aid the overall strength of the group.
• Act as a technical resource within Danfoss Hydraulics for support and training purposes.
• Beyond the immediate response to inquiries, provide training and direction to distributors and customers for their technical support needs.
• Provide training and guidance to distributor locations through web or on-site training.
• Advise the user of correct procedures and product usage. 
• Provide feedback to other Danfoss functions including Marketing, Sales, Field Services and
• Communications related to Danfoss products.
• Accumulate and evaluate data about products at all necessary levels of use and provide solutions to customers and the Danfoss Fluid Conveyance division.
• Responsible for sales and service at all levels of need down to the end user. Serves as customer contact once the product is shipped from the Hydraulics division regarding service, troubleshooting, and repair.
• Promotes customer satisfaction and achieves cycle time reduction through team-based problem-solving. Actively participates in cross-functional company-wide teams to assist in quality improvements, process improvements, business system enhancements, and process standardization. 

Background & Skills

Required (Basic) Qualifications

• Associate and/or Bachelor of Science degree in a technical field from an accredited university.
• Technical experience 
• Experience reading engineering drawings and specifications.
• Must be authorized to work in the United States without company sponsorship, both now and in the future
• No relocation benefit is being offered for this position. Candidates within a 50-mile radius of Eden Prairie, MN preferred.

Preferred Qualifications

• Bachelor's degree from an accredited institution.
• Technical experience related to hydraulics.
• CFPS/CFPE certification.
• A broad range of computer skills associated with Salesforce OneCRM, SAP, Teamcenter, Excel spreadsheets, data analytics, and webinar tools.

Job Criteria

• Strong prioritization and time management skills due to high call volumes requiring practical decision-making skills under high-stress situations. 
• A broad range of computer skills associated with the Microsoft Office suite of products.
• Requires the ability to efficiently manage technical from distributors, customer sales, and service personnel.
• Ability to effectively network with internal resources to obtain information needed to answer customer inquiries.
• Convincing the customer of the proper preventive or corrective action.
• Continual and effective communications with internal management and customer personnel
• Must be professional and ethical in all aspects of the business.