Technical Support Specialist

Job DescriptionJob Description

Berkshire eSupply is a dynamic organization dedicated to supporting independent distributors with the products and services required to compete in the rapidly evolving industrial marketplace.

With more than 1,000 suppliers, we have more than 1 million industrial/MROP products available online, dispersed from three strategically located distribution centers — Detroit, Los Angeles and Houston. In the spirit of 4.0 logistics, our state-of-the-art automated fulfillment centers are fully heated & air-conditioned. Our same-day shipping capabilities enable 1- & 2-day delivery to most of the U.S. and fast delivery times outside of the U.S. Berkshire eSupply has various ready-made tools connecting all aspects of the supply chain, aiming to deliver the perfect blend of technology, talent, data, and products.

Besides our vast inventory and logistics capabilities, Berkshire eSupply's services such as private label e-commerce platforms, private label vending solutions, and marketing support options make us a formidable partner for independent distributors looking to provide their customer base a level of service that can surpass the distributors. With the Berkshire eSupply Network, independents can "Harness the Power of e."

We're currently looking for an experienced Technical Support Specialist to join our team. In the Technical Support Specialist role, you will provide Matrix support of vending hardware and software You will coordinate support & development of our private label ecommerce platform with our internal Tech teams, Inside Sales, and international partners in order to provide unmatched service to our customers and support the growth of the Berkshire eSupply Network. Our team can effectively support our customers remotely via our headquarters in Novi, but some demonstrations/training may require an onsite visit.

Why join the Berkshire eSupply Team?

• Flexible Schedule
• Paid Holidays and Paid Vacation
• Competitive Pay
• Company Phone or Monthly Phone Allowance
• Tuition Reimbursement
• 401(k) with Company Match
• PPO Medical, Vision, and Company Paid Dental
• Company Paid Short Term , Long Term , Life Insurance, EAP
• Voluntary Employee/Spouse/Child Life Insurance; Accident, Hospital Indemnity, Critical Illness Insurance
• Work out of our newly constructed Novi office with all new modern furnishings & equipment
• Check out our website for more information! https://www.berkshireesupply.com/

If your experience aligns with the description below and you're ready to be a part of a growing team that is changing the game for independents, then click Apply Now! Placement will occur ASAP.

POSITION RESPONSIBILITIES:

• Perform on-site installations and on-site service calls for companies within the North American marketplace using inventory management products; many customers are within driving distance of Novi, MI
• Advanced technical and diagnostic troubleshooting with customers on-site, over the phone and online to resolve concerns related to reporting, connectivity and inventory management for both software and hardware
• Repair and replace components and/or software/device issues on location as required
• Configure systems to customer specification(s) and train customers on the use of hardware and software
• Create help documents and training guides for common tasks including new software releases
• Follow and implement customer SQL database specifications, build out and load initial data
• Documenting, prioritizing and maintaining service records including trouble tickets and technical issues on customer accounts
• Assistance with training sessions and presentations as required
• 5-6 times yearly domestic travel via airplane
• Perform other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED TO BE SUCCESSFUL IN THIS POSITION:

• High school diploma or equivalent
• Valid Driver's License and Insurable to drive (clean driving record)
• Fully Proficient in Microsoft Office - skilled in using Excel, Word, Outlook, PowerPoint
• Strong knowledge of Microsoft Operating Systems: Windows 95 to 11
• Must have excellent troubleshooting skills along with a good knowledge of current manufacturing network technologies and configuration.
• Ability to use common hand tools with a basic understanding of mechanical and electrical components and how they function
• Basic knowledge of warehouse processes in a manufacturing environment
• Strong communication skills, verbal and written, with the ability to communicate effectively with customers in technical and non-technical terms, as well as excellent interpersonal and time management skills
• Diplomacy and ability to work well independently as well as part of a team

(Not Mandatory) Skills and Assets:

• Post-Secondary IT courses or certifications
• Familiarity with SQL Server and Scripting
• Software and/or hardware Help Desk experience
• Manufacturing experience with a knowledge of metal removal tooling
• Bilingualism is an asset (English/French/Spanish)
• Experience with Inventory Management Software and Systems

This job description is not intended to be all-inclusive. Employee may be required to perform other related duties to meet the ongoing needs of the Company.

This position is based in our Novi, MI facility, so only candidates residing in the Metro Detroit area will be considered. Must be authorized to work in the United States.

Berkshire Production Supply LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to , , , , , , status, genetics, protected veteran status, , or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.