Technical Sales Specialist

3 weeks ago

Richmond Hill, Ontario, Canada Global Industrial Full time
Global Industrial: A Leader in Industrial Equipment and Supplies

About Us

Global Industrial has been a trusted provider of industrial equipment and supplies for over 70 years. Our extensive product range includes over one million items, catering to the diverse needs of businesses across North America.

We pride ourselves on our commitment to customer satisfaction, offering a wide range of products and services through our website, corporate sales team, and full-color catalogs. Our goal is to provide our customers with the best possible solutions to meet their industrial needs.

Key Responsibilities


• Collaborate with customers to troubleshoot technical issues related to industrial equipment.

• Work closely with the Global Industrial team to diagnose complex product issues and develop effective solutions.

• Coordinate field service calls, including scheduling technical visits, documenting diagnoses in the CRM, and following up with customers to ensure resolution and satisfaction.

• Source parts from Global Industrial suppliers, ensuring timely delivery and customer awareness of expected delivery dates.

• Determine when replacement is more cost-effective than repair and schedule the necessary replacement shipments.

• Respond to customer inquiries via email and phone within 4 hours or less.

• Provide immediate support to customers via phone calls.

• Take ownership of technical support issues, avoiding escalation to the frontline Customer Service team whenever possible.

• Work with customers to find the best possible solution to their technical issues, using email and phone communication.

• Develop and maintain a list of troubleshooting questions and answers for private label products and categories.

• Assist with regular customer support calls and emails in the absence of active technical support issues.

Competencies and Skills


• Strong analytical and technical support background

• Ability to work with customers via email or phone

• Understanding of industrial equipment, including floor scrubbers, water dispensers, and refrigeration equipment

• Excellent communication and customer service skills

• Strong written communication and comprehension skills

• Ability to provide outstanding customer service and follow through on responsibilities or promises made to customers

• Independent decision-making skills with the ability to handle complex issues

• Confident and patient demeanor with a positive attitude

• Ability to stay composed and objective with angry customers, de-escalating issues as needed

• Motivated to create a team environment in the workplace and among associates

• Ability to complete projects and assignments accurately in a fast-paced environment

• Familiarity with Windows-based systems, digital soft phones, and CRM systems and practices

• 2+ years of previous technical support experience in a phone/email contact center

• High school diploma or equivalent

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