CSR Tech Support Specialist I (Not IT based or related role)

* This is not an IT based tech support role. This role is a mechanical technical support role.

*This role is currently based in Newberg, OR, but will relocate to Wilsonville, OR in 2028.

The Customer Service Technical Support I representative will maintain a high level of exceptional technical support and service, efficiently following procedures and processes set in place to ensure DCI’s customers’ support needs are met.

Primary Duties and Responsibilities: (include, but not limited to):

· Routinely interacts with customers taking daily orders.

· Answers technical questions surrounding DCI’s product line.

· Enters customers’ orders accurately and quickly.

· Maintains professionalism while ensuring DCI’s strategic statements are met.

· Reports customer issues & on-time delivery issues daily.

· Completes RMA process when necessary and communicates to customer to ensure completion in a timely manner.

· Control upkeep of all sales records.

· Utilizes CRM system to capture pertinent data.

· Analyzes and evaluates problems and makes decisions accordingly with input.

· Assists in creating and evaluating technical support documentation and provides usability feedback to Marketing and Engineering.

Educational and Skill Requirements:

• At least 3 years of experience with mechanical troubleshooting and/or knowledge of DCI products.
• Knowledge of ISO and FDA requirements.
• Excellent problem-solving and decision-making skills.
• Requires the demonstrated ability to effectively communicate with all levels of the organization.
• In-depth knowledge of all DCI products and their utilization in the field.
• Ability to work under pressure and maintain a pleasant demeanor.
• Ability to make quick and accurate decisions based on information collected.
• Ability to speak clearly and confidently in a positive manner when interacting with customers.
• Strong technical and mechanical aptitude.
• Possess organizational skills with the ability to multi-task.
• Proficient with Excel, Word, Outlook & Windows, and CRM systems.
• Outstanding verbal communication skills and strong telephone etiquette.
• Knowledge of basic electronics, pneumatics, and fluid power.

Physical Requirements:

Must be able for sit and/or stand for long periods of time at a computer workstation.

Equipment Used:

1. Personal Computer

2. Telephone system

3. Fax machine

Work Schedule:

• Ability to work flexible hours, with additional time as needed.
• Less than 1% unplanned absenteeism is expected.
• No more than 40 unexcused hours per calendar year

Affirmative Action Classification:

• Professional

Pay: From $22.00 per hour

Expected hours: No less than 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Experience:

• Mechanical troubleshooting: 3 years (Required)
• CRM software: 1 year (Required)

Work Location: In person