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Technical Support Representative

Job Details

Germantown Plant - Germantown, WI


Position Summary:

Great opportunity for a customer focused professional with technical expertise to join our team and help our customers solve application & equipment issues with their induction cap sealing and surface treating operations. You’ll be fully trained on how to quickly diagnose and troubleshoot electrical, mechanical & application issues by our industry leading experts, & be empowered with our advanced knowledge base. Enercon prides itself on providing exceptional customer support with representatives who excel in communicating & being responsive to our customers’ phone calls, emails & live chat inquiries. Join our family-owned company as we celebrate our 50th year in business with the grand opening of our New Corporate Headquarters in Germantown, Wisconsin. We offer a friendly work environment, profit sharing, bonus program and opportunities for career advancement.


Core Functions and Responsibilities:

Customer Technical Support

  • Serves as a primary resource for incoming support related calls & emails
  • Assists customers via email, text, or telephone with the diagnosis of equipment or application issues
  • Works closely with application engineering & sales team to assist customers with their application needs
  • Proactively follows up to confirm customer issues have been successfully resolved
  • Work with customers to identify replacement parts and generate quotes

Repair Resolution & Expediting

  • Owns status of support cases resulting in repairs or parts quotes to ensure successful resolution of issue
  • Coordinates all customer communication as it relates to xin-house repairs of equipment
  • Expedites customer approval of repair estimates

Technical Expertise

  • Develops an in-depth knowledge of all Enercon products & applications
  • Reads and explains drawings, photos, and wiring diagrams to customers

Team Member

  • Participates in regular team meetings
  • Willing to pickup & fill in for team members at any time; puts the team first
  • Supports the Field Service team with trouble shooting while they are in the field
  • Trains new team members

Case Management

  • Leverages CRM system to accurately document customer communications
  • Responsible for managing cases using Salesforce and Epicor ensuring timely closure and customer satisfaction
  • Utilizes Salesforce Dashboards to meet case resolution goals/metrics

Support Documentation

  • Create and update customer self-service support documents
  • Identify and develop standard operating procedures and support documents for repeat issues

After Hours Support

  • Participate in Enercon’s 24/7 emergency support line on a rotational basis

Secondary Responsibilities

  • Assists with coordinating paid and courtesy visits into selective sales territories
  • Perform other tasks as required. Responsibilities include, but are not necessarily limited to, the duties listed on this job description



  • Associate’s degree in engineering, or a related field
  • 1-2 years' experience in customer service support, technical engineering support, or a related field
  • Ability to decipher drawings, photos, and to learn & understand our products on a fundamental level
  • Electrical experience including the ability to read and explain wiring diagrams to customers
  • Experience with an ERP and CRM system required, experience with Epicor preferred
  • Ability to prioritize and complete a wide array of projects while under various deadlines
  • Outstanding communication skills both verbally and in writing
  • Experience in plastics, packaging, or a B2B sales environment a plus
  • Positionis located in the Greater Milwaukee Area. Currently considering candidates from Southeastern Wisconsin only