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Technical Support Representative
Date Posted: 4/24/25
Full Time: Holliston, MA
Category: Exempt
Reports To: Technical Support Representative
Position Summary:
Provides effective technical support by utilizing in-depth knowledge of company products and procedures. Provides field support as needed, and conducts training for employees, customers, and distributors.
KEY RESPONSIBILITIES & REQUIRED FUNCTIONS
- Communicates with distributors and customers by phone and email.
- Responds to product inquiries from domestic and international distributors and customers.
- Assist distributors and customers to ensure proper selection and installation of products.
- Prepares detailed quotations for distributors and customers.
- Coordinate customer and distributor activities with Sales Managers, Product Managers, and Engineers.
- Provides phone and email technical support for pumps, controllers, and sensors.
- Acts as a resource of technical information for customers, distributors, sales managers, and customer service reps on products, applications, and competitors.
- Reviews detailed specifications and makes proper product selections. Documents exceptions to specifications when necessary
- Performs product troubleshooting activities in concert with Sales Managers, Product Managers and Engineers; anticipates design, performance, and installation issues that may impact successful application.
- Conducts product training for distributors, customers and internal personnel.
- Participate in trade shows as needed.
- Visit field installations to provide support as needed.
- Assist Product Managers on new product development and generation of product specifications.
- Provide market data and information on competitors to Product Managers.
- Some travel may be required.
ESSENTIAL QUALIFICATIONS & CORE COMPETENCY
- Associates degree in electronics, engineering technology, industrial technology, or equivalent.
- *3+ years’ experience with analytical controls, metering pumps, and/or water treatment equipment.
- Strong organizational skills
- Excellent oral and written communication skills including presentation skills for both small and large groups
- Proficiency in Microsoft Office Products
- Effective training skills
- Data analysis and problem-solving skills
- Experience working as part of a team
- Successful relationship building skills
- Ability to patiently defuse conflicts
- Good listening/troubleshooting skills
- Proven technical knowledge through educational achievements and work experience
- Time Management – ability to organize and manage multiple priorities in a fast-paced environment
- Ability to work well with little supervision
- Detail-oriented
We are an Equal Opportunity Employer
We actively encourage and support employee community involvement. Executives and Managers have an open-door policy. Our corporate culture is informal, and we strive to find the “right fit” for all employees. Opportunities are offered across all of the Iwaki America businesses.
Iwaki America Inc. | Human Resources | 5 Boynton Road | Hopping Brook Park | Holliston, MA 01746 | 508.429.1440 | hr@iwakiamerica.com
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