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Form of workHopkins is home to more than thirty brands, spanning ten product categories. While our product is sold around the world, our primary focus is on North America, where our products are found in more than 120,000 retail outlets across twenty different channels of distribution. The trust we have established with customers is prized by our employees and gives us unparalleled access to drive growth with new products and to expand the reach of brands we acquire. We have a track record of growing markets organically through innovation, being recognized with many top industry awards for innovation and marketing. But we also strengthen the companies we acquire but leveraging the skills and resources we have as a company.
To support our business, we operate four North America manufacturing sites, including two in the US, one in Canada and one in Mexico. Our new state-of-the-art distribution center is centrally located in the US and makes life easier for customers as they can combine orders across a wide range of products. We also have a strategic sourcing team located in Ningbo, China, who works with our network of partner factories outside of North America and drives effectiveness in our supply chain.
We think the best place to start a career is with a respected, growing company, positioned in a growing industry, that has a winning culture. Our slogan captures the essence of our passion … What Drives Us, Drives Your Growth! If you’re serious about establishing a career path, we want to hear from you!
POSITION DESCRIPTION
Responsible for providing knowledgeable, high-quality product support to customers, dealer personnel, sales representatives, and end-user consumers for all Hopkins products. The Product Technical Support Specialist will display confidence, professionalism, and clear communication which will result in our customers having a positive perception of the company and our products.
Internal Relationships
Communicate with Credit, Shipping, Receiving, Mexico, Inventory Control, and Manufacturing concerning customer issues, product availability, repairs, and delivers. Advise Marketing and Engineering about any critical trends in product performance and any significant customer issues.
External Relationships
Build trusted relationships communicating by phone, email and/or in writing with customers, end-users, RV dealers, and manufactures representatives in carrying out responsibilities.
ESSENTIAL FUNCTIONS/MAJOR RESPONSIBILITIES
- Receive and respond to inbound phone calls, emails, and other communications to provide technical assistance on all application for all Hopkins product lines.
- Provide knowledgeable technical support by assisting callers with product use questions and diagnosing/troubleshooting installation and operation problems.
- Process extended warranty orders, authorize product return for repair, investigate unauthorized returns, and maintain appropriate logs and documentation.
- Resolve customer complaints and customer damage claims received from end-users by gathering appropriate information, working with them, and the appropriate Hopkins personnel to resolve the issue.
- Accurately enter warranty orders in the computer. Update customer records in computer files as needed.
- Determine shipping/availability dates, prioritize orders scheduled for shipment, coordinate shipping requirements and special instruction with internal personnel and generate documentation. Expedite orders as necessary. Communicate delays to customers.
- Speak to RV dealers and register them as new customers authorizing them to purchase products direct. Complete vendor information sheets and obtain credit references.
- Speak to end-users informing them of our product and referring them to authorized dealers for purchase. If necessary, process special orders from customers paying via credit card, check, or money order.
- As requested, gather information, prepare reports for sales/marketing, assist customer service or technical service, and perform other tasks within area of competence.
- Maintain records of all technical support contacts and prepare reports as directed.
- Assist sales support and customer service to our customers when necessary.
- Assist in developing troubleshooting and training documents for new product lines.
- Inspect units returned for repair, assess/troubleshoot needed repairs, complete repair form, and calculate cost of repairs to customers’ equipment.
- Assist with repairing BrakeBuddy products, maintaining accurate inventory and providing required reports when requested.
- Assess different repair options and costs for customer approval. Return information to Tow Brake Specialist for contact to obtain approval before completing repairs.
- If necessary, speak directly to customers to aid in troubleshooting equipment repair.
- Maintain all warranty, service histories, and other customer repair records. Maintain logs and spreadsheets to produce reports as needed to evaluate product quality and monitor for trends.
- Inspect incoming parts, test components, and reject parts of poor quality.
- Fabricate sub-assembly and rework main assembly with correct components using soldering iron, hand tools, and power tools.
- Pack finished units for shipping including operation manual and product literature.
- Arrange shipment by parcel post, UPS, or airfreight and maintain shipping documents.
- Clean work areas each day to maintain good housekeeping and observe good safety practices and rules.
- When requested, perform other tasks within the area of competence, but of not greater significance than the tasks listed above.
EDUCATION & EXPERIENCE
- High school diploma with some college and/or technical school training
- Two or more years’ experience in a customer service, customer relations, marketing, or sales position
- Basic knowledge of electronics, electricity, general mechanics, or automotive technology
COMPETENCIES (Knowledge, Skills, Abilities)
- Above average oral and written communication skills with an excellent telephone presentation, able to portray good interpersonal skills and maintain a positive attitude
- Proficiency in Microsoft office programs
- Well organized and detail oriented, able to set priorities and meet deadlines
- Minimal supervision needed; works well both individually and as part of a team
- Very good mechanical aptitude
- Able to use drawing and schematics, written, and verbal instructions to perform work duties
- Must be quality conscious – will be responsible for own work
PHYSICAL REQUIREMENTS & WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
N (Not Applicable) Activity is not applicable to this position.
O (Occasionally) Position requires this activity up to 33% of the time (0 – 2.5 hrs./day)
F (Frequently) Position requires this activity from 33% -66% of the time (2.5 – 5.5 hrs./day)
C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)
Check the frequency and number of hours a day the worker is required to do the following specific types of activities:
ACTIVITY
FREQUENCY COMMENTS
Sitting
F
Walking
F
Standing
F
Bending
O
Squatting
O
Climbing
O
Kneeling
O
Twisting
O
Lifting
O
Hand Manipulation
C
Work Environment: Work conditions are consistent with a general office environment. Sitting for long periods of time will require that the employee understand and be able to apply good office ergonomics. Periodic exposure to the manufacturing environment will require the understanding and use of PPE requirements applicable to that environment. The ability to tolerate extreme temperatures while providing manufacturing support is a requirement. Employee must be able to lift up to 50 pounds.
Hopkins Manufacturing Corporation is an equal opportunity employer and follows all national, state and local ordinances regarding applicant consideration. Hopkins Manufacturing Corporation has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
