Product Support Specialist - Lumberton, NJ

The primary mission of this role is to provide technical information to internal team members and external customers that will better enable the customer to make informed decisions about the company's products and services. The Technical Support Specialist will become the company's technical subject matter expert. The ultimate goal is to satisfy the customer and to help ensure that company products and services meet the requirements of the customer by way of providing fast, accurate, professional, and friendly service to customers and prospects.

• Technical Support shall be applicable to both external customers and internal team members such as sales (inside & outside), quality, production, engineering, purchasing, marketing and product management.
• Track all technical support activity and gather customer information and inquiries.
• Develop and maintain proactive communication channels with customers.
• Respond to and resolve customer inquiries using internal and external resources in a timely manner.
• Assess and escalate inquiries to a higher level of expertise as required.
• Manage, review and respond to such inquiries directly or through designated applicable team members.
• Work with suppliers on technical inquires on behalf of the company's customers.
• Work with Product Managers to gain product knowledge on existing and new product lines.
• Work with suppliers to gain product knowledge on existing and new product lines.
• Work with outside factory sales representatives in support of customer inquiries.
• Influence design-in and product development opportunities to the benefit of the company.
• Support quality department with customer complaints in support of the RMA process, complying with all ICC Policies as defined in the ICC Employee Handbook.
• Pursue continuous improvement through training and process improvement.
• Comply with all applicable elements of ICC Quality Management.

EDUCATION/EXPERIENCE:

• Bachelor's degree (B.A.) from four-year college or university; or four plus years related work experience; or four plus years military experience in a technical discipline; or equivalent combination of education and experience.
• Experience with electronic interconnect products a plus

SKILLS AND REQUIREMENTS:

• Must be a US Citizen due to US Navy Contractual
• Must be able to report to assigned office location (Lumberton, NJ) during scheduled in-office workdays (hybrid schedule: Tuesday, Wednesday, Thursday in-office; Monday, Friday work-from-home). (Google, etc.).
• Internet web research using web browsers (Edge, Chrome, Firefox) and search engines
• Must be proficient in Microsoft Office Suite (Outlook, Excel, PowerPoint, Word).
• Ability to effectively communicate technical information to non-technical team members and customers.
• Desire and ability to learn and understand technical details of the company's
• Ability to effectively communicate technical information to non-technical team members and customers.
• Must be proficient in Microsoft Office Suite (Outlook, Excel, PowerPoint, Word).
• Internet web research using web browsers (Edge, Chrome, Firefox) and search engines (Google, etc.).
• Excellent written and verbal communication skills.
• Must be able to manage time effectively, meet personal goals, and work effectively with other members of the team and departments.
• Must be proactive, organized and detail oriented.
• Highly motivated to identify and address issues and improvements.
• Ability to handle multiple tasks and projects simultaneously while working in a fast-paced environment.
• Able to work with minimal supervision.
• Light travel possible (approximately 3-4 times annually).
• Must have a valid driver's Driving record must be in good standing.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job.

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

WORKING CONDITIONS:

Position is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

• E-Verify
• Right to Work (English) (Spanish)

ICC and TrekConnect, a subsidiary of Heilind Mil-Aero, offers a comprehensive benefits package to all full time, regular employees which include:

• Comprehensive medical, dental and vision
• PTO and holidays
• Accident, life, disability and critical illness insurance
• 401k program with match
• Wellness programs
• Tuition reimbursement
• Pet insurance
• Employee discount program
• Referral bonuses