Technical Support Representive

ESSENTIAL FUNCTIONS:

1. Resolves technical questions as requested by customers and partners.
2. Gathers, interprets, and provides necessary drawings to support customer needs.
3. Acquires application knowledge for all CPI products, including new products. Develops and maintains knowledge base of end user applications. Participates in product training and completes CPI On-Demand training test for each segment covered. Organizes and maintains catalog and product information sheets for quick reference.
4. Serves as a source for competitive product cross-referencing.
5. Supports international Technical teams.
6. Supports internal departments through teamwork and open communications.
7. Uses industry and product knowledge to solve issues.
8. Supports CPI’s Customer Service, Quotations, Quality, Product Management, and Production as necessary.
9. Works with cross-functional teams to recommend product and process improvements.
10. Provides product data sheets via e-mail.
11. Accurately responds to system layout and configuration questions, design, and quotation activities prompted by distributors, contractors, partners and end user customers.
12. Assists in maintaining competitive information library.
13. Involved in the custom configured products process, when necessary.
14. Assists in the customer follow up, qualification and referral to field sales for special products/projects, CPI configurations and/or system layouts.
15. Assists product management in identifying trends and new technologies.
16. Provides input for improving processes, technical documentation and products.
17. Assists in training internal departments on new products/applications/industry trends, etc.
18. Maintains updated technical drawings library and distributes, as needed.
19. Maintains proficiency and expertise on current and new CPI products.
20. Provides field sales support through customer visits when necessary.

ADDITIONAL FUNCTIONS:

1. Participates in trade shows and customer field configurations, as required.
2. Reports customer feedback concerning quality issues to the appropriate manager.
3. Works in a team environment, sharing project workload to maximize efficiencies in response to customer requests.
4. Performs other related duties as assigned by management.

QUALIFICATIONS:

Core Competencies:

• Ethics, Values, Integrity & Trust - Adheres and acts in line with CPI core values.
• Functional/Technical Skills - Possesses a high level of skill, knowledge and ability in assigned functional area.
• Safety – Complies with company safety rules and regulations. Takes a proactive approach to identify and eliminate safety hazards.
• Customer Focus - Gives high priority to customer satisfaction.
• Interpersonal Skills - Uses diplomacy and tact. Uses collaborative skills.
• Action Oriented & Adaptability - Takes initiative; acts promptly; is proactive.
• Ownership & Accountability - Proactively models, guards and demonstrates all of CPI’s core values.
• Priority Setting, Planning & Organizing- Uses resources effectively and efficiently.
• Problem Solving & Creativity - Uses logic and methods to solve problems with effective solutions. Develops new and unique ideas.
• Listening, Informing and Written Communications - Practices attentive and active listening. Shares information. Presents ideas and facts clearly and effectively in writing.

Technical Competencies:

• High School Diploma. Some college preferred.
• Analytical, organizational, and written and verbal skills required.
• Good knowledge of networking.
• Background of general awareness of overall Data Center management and respective areas of Expertise.
• Strong oral and written skills.
• Strong computer skills, including but not limited to MS Word, Excel and Power Point.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS:

• Works on phone and computer majority of the day.
• Ability to lift up to 25 lbs. to move file boxes, etc. as needed.
• Some travel may be required both by automobile and airplane.