Technical Support Regional Specialist

Technical Support Regional Specialist

About Us: Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission-critical. Climate control systems often account for a large percentage of the energy consumption in many of our customers’ operations. With an optimal climate system, we can help them to more efficiently use energy or water resources, and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters’ business strategy and value creation. We pride ourselves on fostering a dynamic and inclusive work environment where interns are valued members of the team and are given meaningful projects to work on. 
 
Position Summary: The Technical Support Regional Specialist is responsible for delivering exceptional customer service to clients within a designated region. This role involves coordinating and executing installations, maintenance, and break fix events at customer sites and through remote support. The specialist will collaborate closely with engineering, sales, and R&D to understand the customer requirements and application to provide technology solutions. The specialist will also analyze regional technical support trends, provide insights for improvement, and help implement strategies to enhance the customer experience. This is a remote position with travel up to 50% within the Midwest US Region. 

Key Responsibilities:
•    Customer Interaction:
o    Coordinate and execute hardware and software installations at customer locations.
o    Act as customer liaison with engineering, R&D and sales to ensure the customer requirements are met for each project.
o    Diagnose and repair mechanical and electronic equipment malfunctions.
o    Handle dealers and customer inquiries via Zendesk CRM as the main tool and if needed via phone, email, and chat promptly and professionally.

•    Regional Focus:
o    Understand the unique needs and challenges of customers in the assigned region.
o    Adapt customer support strategies and communication styles to align with regional cultural and linguistic differences.
o    Monitor and report on regional customer service metrics and trends.

•    Collaboration:
o    Work closely with engineering, sales and R&D to ensure a cohesive approach to customer service.
o    Collaborate with the global customer support team to share best practices and align on company-wide customer support standards.
o    Participate in cross-functional meetings to discuss dealers & customer feedback and improvement strategies.
 
•    Documentation and Reporting:
o    Execute site preparation guides, installation and break fix reports as required.
o    Maintain accurate records of customer interactions and issue resolutions in the company’s CRM system.
o    Generate regular reports on regional technical support activities, highlighting key performance indicators (KPIs), challenges, and success stories.
o    Provide feedback to management on potential improvements to products, services, or customer support processes.

•    Continuous Improvement:
o    Own new product introduction initiatives for their respective region including piloting new equipment, testing software and assist with creating relevant training and customer facing material.
o    Stay up-to-date with product knowledge, company policies, and industry trends to provide informed support.
o    Participate in ongoing training and development programs to enhance customer service skills and regional expertise.

Qualifications:
•    3 - 5+ years of experience in control panel installation and customer support, preferably in a regional or specialized role.
•    Excellent communication skills, both written and verbal.
•    Strong problem-solving abilities and attention to detail.
•    Familiarity with CRM software and customer service tools.
•    Ability to work independently and as part of a team.
•    Cultural sensitivity and experience working with diverse customer bases.
•    Proficiency in Data Networking Management is a plus.
•    Ability to travel required up to 50%

Preferred Skills:
•    Bachelor’s degree in electrical engineering, computer science, a related field, or equivalent experience, preferred. 
•    Experience in the farming/agricultural industry.

•    Proficiency in Spanish language is a plus.
•    Strong computer literacy skills including ability to install and troubleshoot software installations onsite and using remote control tools.
•    Experience with troubleshooting network environments using a PC, ethernet and fiber is a plus.

Working Conditions & Physical Requirements:
•    This position requires travel within the region to customer sites – farming and agriculture. 
•    When not on customer site, this is a sedentary position. 
•    When onsite, Heavy Work: Exerting up to 75 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
•    Climbing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting
•    The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data, viewing computer terminals, expansive reading, etc.
•    Ability to lift to 55lbs using proper lift techniques.
•    Ability to stand long periods of time on your feet up to 8hrs a day.
•    Flexible working hours may be necessary to accommodate different time zones.

Benefits:
•    Competitive salary 
•    Comprehensive health, dental, and vision insurance plans.
•    Flexible work schedule
•    Generous vacation and paid time off.
•    401(k) retirement savings plan with employer matching.
•    Professional development opportunities, including tuition reimbursement and conference attendance.
•    Company-sponsored social events and team-building activities.
•    State-of-the-art equipment and tools to support your work.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 
All offers are contingent on a pre-employment drug test and background check, as applicable for the position.