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Field and Technical Support Specialist
Klein Tools
 
Job Location: Mansfield, TX
Location: US-TX-Mansfield
Address: 501 Easy Drive
ID: 2020-4058


Overview

The Field and Technical Support Specialist is responsible for generating numerous opportunities per day to management, engineering and/or other Klein employees onto job sites to observe and/or receive feedback on current tool applications, new products being developed, potential opportunities for improvements or potential new ideas. This exposure to our core customer(s) is critical in the new product development process at Klein Tools and will drive and prioritize the projects within the organization. The Field specialist is also expected to provide technical feedback to the Product team and to assist customer service in responding to customers questions.

Responsibilities

1. Perform all field activities and requirements as they relate to the new product development and VOC research processes.
2. Provide product support and customer/consumer assistance via email, telephone, written or other methods of communication for Klein-branded mechanical tools. Maintaining Zen Desk database with data entry regarding contact person, problem inquiry, resolution and any action steps taken.
3. Assist all departments as necessary with specific knowledge, industry insight and access to job sites for various needs ranging from tool use observation, photography and video of tools in use, product design, engineering and management learning as it relates to product development and competitive assessments.
4. Recruit new members to the Tradesman Club each week in order to build a more robust database for use in future testing, promotions, communications, etc.
5. Identify and develop new product ideas and convey them to the appropriate Product Manager each month. The ideas should be viable enough to merit further investigation and should lead to product improvements and/or new product ideas.
6. Communicate product quality issues to the corporate quality team.
7. Perform all other duties as required

Qualifications

Associate's degree and a minimum of three (3) years of technical support experience is required. Equivalent work experience or certified/trained electrician will be considered.
Must have strong verbal and written communication skills and the ability to handle all types of customer calls. Must have strong computer skills with Excel, email, and other online programs to capture data such as ZenDesk.

Occasionally required to stand, walk or sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus




 
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