Technical Specialist at Texas Hydraulics Inc – Traverse City, Michigan

Summary:

The Technical Support/Quotation Specialist is responsible for a variety of technical sales duties related to the internal sales function, including responding to inquiries received from both customers and potential customers of Oilgear components and order entry.

Essential Responsibilities and Duties:

• Possesses strong knowledge of the product line/brand, including pricing, delivery times, and promotions.
• Responds to customer requests for quotes (RFQs). Works with purchasing, production, and sales teams to ensure material costs and availability are accurate, and develops strategic pricing when necessary to distribute quotations.
• Communicates with customers to provide information on using Oilgear products.
• Handles customer requests for replacing defective parts.
• Provides backup in field service quoting and scheduling.
• Receives and responds to all customer inquiries, analyzes requests, and resolves concerns while delivering excellent service and solutions.
• Answers incoming customer calls regarding order status, inventory availability, pricing, quotes, shipping, etc.
• Updates orders and posts changes in partial shipments, price differences, and other adjustments.
• Authorizes merchandise returns, issues credits, and prepares related paperwork.
• Supports Production and Sales Managers in meeting operational goals.
• Effectively communicates with internal staff to ensure customer satisfaction.
• Receives and processes phone and email requests for purchase orders, order changes, and adjustments.
• Partners with the credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Works with the sales team to exceed customer service expectations.
• Resolves client complaints and solves problems in a timely manner.
• Coordinates with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Uses the company database to retrieve and provide relevant customer information.
• Notes all telephone/email correspondence in the company database.
• Performs other related duties as assigned by management.

Working Environment and Physical Demands:

• Primarily office-based with occasional visits to manufacturing and test areas.
• Regular use of computers, phones, printers, and related office equipment.
• Occasional exposure to shop environments with potential noise, dust, odors, and fumes.
• Physical activity includes typing, walking, sitting, bending, and stooping.
• Must be able to lift and carry up to 25 pounds occasionally.
• Occasional travel to customer sites or vendor facilities (up to 10%).

Minimum Qualifications:

• High school diploma or GED.
• At least 2 years of customer service experience, preferably in a technical or sales support environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook, etc.) and related office software.
• Ability to multitask, prioritize, and handle multiple customer needs in a high-stress environment.
• Strong telephone, email etiquette, and written communication skills.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Ability to communicate effectively and professionally with customers, coworkers, and management.
• Ability to meet physical demands of the job with or without accommodation.

Preferred Qualifications:

• Previous experience with Epicor ERP.
• Experience working in the fluid power or hydraulic industry.
• Advanced knowledge of product pricing and strategic quoting.
• Previous experience handling RFQs, managing quotes, and communicating directly with customers.
• Fluid Power Certification
• Certification in project management or similar field.
• Additional sales or technical certifications.

Competencies:

• Attention to Detail: Ability to spot errors and inconsistencies, ensuring all quotations, orders, and communications are accurate and up to standards.
• Customer Focus: A strong commitment to providing exceptional customer service and maintaining long-term customer relationships.
• Problem Solving: Strong critical thinking skills to address and resolve customer concerns and internal issues promptly and effectively.
• Adaptability: Ability to adjust quickly to changing priorities, business conditions, and customer needs.
• Teamwork: Collaborative and works well with others to achieve common goals while maintaining an open and positive attitude.
• Technical Proficiency: Demonstrates an understanding of the technical aspects of Oilgear’s product lines and can communicate this knowledge effectively to customers.
• Time Management: Efficient in managing workloads and meeting deadlines, ensuring a high level of productivity.

Behaviors Required:

• Proactive: Takes initiative to anticipate customer needs and company requirements.
• Customer-Centric: Always prioritizes the customer’s needs and strives to enhance their experience.
• Accountable: Takes ownership of tasks and projects and follows through to completion.
• Collaborative: Willing to assist others and work as part of a team to meet overall objectives.
• Resilient: Able to handle challenges or setbacks calmly, maintaining focus on achieving customer satisfaction.
• Results-Oriented: Strives to meet or exceed company goals and customer expectations consistently.

Training Requirements:

• ISO 9001 and QMS process training.
• Completion of Oilgear safety and compliance programs.
• ERP and project-management system training.
• Customer communication and negotiation workshops as required.

Personal Protective Equipment (PPE):

• Safety glasses, steel-toe shoes, and ear protection when in production or test areas.
• Additional PPE as required by specific customer or shop environments.

Equal Employment Opportunity & Accommodation Statement

The Oilgear Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

The Oilgear Company is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state laws. Applicants or employees requiring accommodation may contact Human Resources.

Employment Status Statement

Employment with The Oilgear Company is at-will. This means that either the employee or The Oilgear Company may terminate the employment relationship at any time, with or without cause or notice, in accordance with applicable law.

Nothing in this job description or any other Company document should be interpreted as a contract of employment, an offer of continued employment, or a guarantee of employment for any specific duration.