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Quality - Product Support Specialist

Location: New Berlin, WI
Date Posted: 04-09-2018
Immediate Contract position for a Quality/Product Support Specialist in the New Berlin area.
Reporting to the Quality Assurance Manager, the Product Support Specialist will provide customer and end users with product and technical support in diagnosing, troubleshooting, and repairing mechanical equipment.
  • Responds to customer inquiries via the telephone, on-line networks, and by mail.
  • Communicates with customers to help them understand how to use the product properly; may be involved in customer installation and training.
  • Handles customer problems that arise from the use of the product; handles requests for replacing defective parts.
  • Processes and schedules RMAs (Return Material Authorization).
  • Margin and Price quoting for non-warranty repairs.
  • Plans and schedules levels of support according to product release.
  • Works with scheduling function to meet commitments.
  • Reports design, reliability and maintenance problems to Product Engineering; follows up to make sure problems are resolved and tested.
  • Completes, maintains, and processes pertinent paperwork and records.
  • Plans and schedules levels of support according to product release.
  • Responds to situations where standard procedures have failed to isolate or fix problems in malfunctioning equipment or software.
  • Bachelor’s Degree from a four-year college or university or an equivalent combination of formal education, on-the-job training, and/or work experience.
  • Minimum of 2 years of relevant experience / training
  • Must have demonstrated verbal and written communication skills with the ability to communicate to external and internal customers.
  • Proficient in Windows Operating System and Microsoft Office applications: Word, Excel, PowerPoint, and Outlook
  • Ability to act as a multi-functional resource whose skills can be applied to a range of departmental tasks where necessary.
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