Job Description

The Technical Support Representative provides technical assistance to our customers by answering their technical questions concerning our products and supply parts. In addition, the position provides technical assistance to The Baker Company’s Marketing, Sales, and Customer service personnel. The position also coordinates the repair and maintenance of our products under warranty and assists the customer in this area when they are not.

(This is not an IT role.)

For 75 years, The Baker Company in Sanford, ME, has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments. Our products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, offer unmatched user and product protection for various applications. We design and build the equipment that is used every day in cutting-edge biological and pharmaceutical research by some of the world's leading companies and research organizations.

Technical Support Representative - Duties and Responsibilities

• Work with Service Management, Quality Department, and other vested parties, when required, for reporting of cases by month, year, and type for trend analysis.
• Work with Service Management to continuously improve the Technical Services Group and the Baker Company through various initiatives.
• Answer incoming phone calls in a courteous, helpful, and professional manner.
• Able to reply to incoming calls, voicemails emails, and correspondence submitted through the Baker Company website in a timely and professional manner.
• Log warranty calls, call data and other pertinent information into our call management system.
• Maintain and open/closed case call format system.
• Work with product end users, field technicians and other various individuals to diagnose and/or trouble shoot Baker and BakerRuskinn products in the field.
• Coordinate with other internal company groups (Manufacturing, Quality, Engineering, etc.) to get the customer’s answers as required.
• Analyze and define technical inquiries from end users, field techs and other various individuals either over the phone or via email.
• Provide Test Reports, Test Data, manuals, drawings, and other pertinent information as requested.
• Able to perform trend analysis of incoming calls to anticipate possible areas for improvement.
• Review and understand Operator/Service Manuals and provide input for possible changes and be able to make these changes.
• Write and/or offer input for Infield Installation Instructions, as required.
• Provide part numbers and part quotes to end users, field technicians, CSRs and other various individuals as requested.
• Enter parts orders as required.
• Some travel for field work may be required. (<10%)
• Be able to read and interpret mechanical and electrical drawings and schematics.
• Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units.
• Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
• Perform other duties as needed and prescribed by Service Management.

Technical Support Representative - Key Performance Metrics

• Able to meet customer’s needs (internal and external)
• Ability to communicate effectively and clearly to internal and external customers
• Manage incoming calls
• Keep Service Management updated on current issues/cases.
• Provide case resolution in a timely manner.

Technical Support Representative - Physical Requirements

• Must be able to lift materials and parts weighing between 30-40 lbs. occasionally (10%-20% of the time)
• Must be able to talk on the phone and work on the computer for extended periods (up to 80% of the time)

Technical Support Representative - Minimum Requirements

• Assembly, technical troubleshooting, and/or testing experience a plus
• Computer proficiency with working knowledge of MS Office (Word, Excel, Access)
• Knowledge of CAD a plus
• Some knowledge of ERP/MRP/Case management systems
• Must have good listening, communications, and excellent phone skills
• Must be capable of concentration and be detail oriented for extended periods
• Must be able to multitask
• Electrical/mechanical background a plus

Technical Support Representative - Benefits

• Medical and Dental
• Company Paid Health Reimbursement Account
• Flexible Spending Accounts
• Life and Disability Insurances
• 401(k) and Company Profit Sharing Plan
• Gym Membership Reimbursement
• Paid Time Off
• And More!

Equal Opportunity/Affirmative Action Employer

Compensation details: 20-24 Hourly Wage

PI9c86dc1a1b43-30492-36437629

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