New

Customer Technical Support

Gilson, Inc.
United States, Wisconsin, Middleton
Jun 05, 2026
TASKS AND RESPONSABILITIES Missions: Ensure technical support to the distribution network (Support customers with sales organization) Record the problems encountered and manage the replacement of products Train the network on products Be the internal link on the use of products by our clients Be able to interpret customer issues and optimize information management and internal problem history Principal activities: In customer support: Ensuring technical support to customers Record and manage customer claims Analyze the causes of "product" discrepancies related to customer complaints and escalate the issues to the correct level of action Pilot meetings through the problem resolution methods (Corrective action form to be used) Be the person responsible for the achievement and the updating of the manuals for the use of the products and the maintenance Define the spare part lists for the different products Inform distributors about the actions taken Inform the network when needed Set up and ensure the updating of technical problem-solving documentation Perform and update the reporting on customer support activity As part of the training in 1st level product use and maintenance: Propose an annual training plan by product range and region, then design the training materials Animate and evaluate training for the network As part of the product expertise: Participate in product projects Contribute to product management, R&D and quality questions asked in the field Provide support to the Technical (Design, Sustaining), Production, and Innovation services in connection with all the technical services related to products and the service teams of all entities EDUCATION Associate or Bachelor Degree in a technical field (electrical, mechanical, pneumatic, hydraulic automation) PROFESSIONNAL EXPERIENCE Similar experience of 5 years minimum Experience from a production site or an industrial environment COMPETENCES AND KNOWLEDGES REQUIRED Technical knowledge of the products Knowledge of the standard ISO 9001 Experience in problem-solving methods and associated tools (Lean management) Ability to lead meetings and presentation Knowledge of customer relationships Knowledge of industrial fields (Good Manufacturing Practice) Autonomous, rigorous and responsive Sense of listening and pedagogy Spirit of analysis, synthesis and organized