spacer 1024x50

Technical Support Representative I
Eden Prairie, MN

DriSteem Corporation

DriSteem is a global provider of commercial humidifiers, adiabatic cooling systems, and water treatment systems with a 60-year history of innovation and quality. DriSteem has earned its reputation as humidification experts by supporting customers' unique commercial, health care, industrial, and process-critical requirements. We introduce industry-changing innovations that improve methods for adding moisture to air with precise control through extensive research and development. Our mission is to provide customers solutions with exceptional service and superior products for comfort, health care, production, indoor agriculture, and other commercial and industrial process applications. DriSteem is in Eden Prairie, Minnesota, and is a wholly owned subsidiary of Research Products Corporation, Madison, Wisconsin.

DriSteem currently has an opening for a Technical Support Representative I. This role is responsible for troubleshooting and resolving field issues as quickly as possible to ensure customer satisfaction.  Identify product and process improvements and recommend opportunities to increase efficiency, quality, and/or performance of products.  Provide “best-in-class” technical support and training to end users, Dristeem sales representatives, and service contractors, independent of direct supervision.  Position reports into Technical Services and Training Manager.


Technical Support

  • Record and track incoming phone calls and emails using Field Case Resolution Procedure.
  • Research source of issue and collaborate as needed with Technical Support team to identify alternative solutions.
  • Determine when a case requires further escalation and communicate to the Technical Support & Training Manager in a timely manner.
  • Create cases in the Customer Service Management (CSM) system using pull down menu structure and type detailed notes related to each phone call and/or email.
  • Follow up with customers when necessary to verify resolution.
  • Furnish input to Engineering, Sales and Marketing regarding the operation and continual equipment improvement.
  • Serve end users and representatives with the necessary information and direction to acquire parts accurately.
  • Some travel to investigate and resolve field issues.

 


Training and Development

  • Participate in product development and/or Tiger Teams as assigned.
  • Prepare and conduct Applied Service Training workshops as assigned by Technical Support & Training Manager
  • Travel to present training to Dristeem Reps, their customers, and/or service contractors

 


General Responsibilities

  • Maintain positive work atmosphere by acting and communicating in a manner to get along with customers, clients, vendors, co-workers, and management.
  • Comply with any/all company safety and health rules and policies and promote safe work practices. Report any safety concerns to supervisor/manager.
  • Ensure compliance with departmental guidelines and company standards.
  • Perform related work as apparent or assigned.
  • Support compliance with ISO 9001 standards and procedures.
  • Continuously strive for product and process improvements that meet or exceed our customer requirements.

Experience

  • Two-year Associate degree in HVAC preferred.
  • One to two years related experience preferred.
  • One to two years in a manufacturing environment preferred.
  • Customer service and technical skills/background required.
  • Knowledge of BACnet®, LonTalk®, and/or Modbus® standard protocols for Building Automation Systems (BAS) network communication systems or networked computer systems.
  • Basic knowledge of Windows, Word, Excel, Outlook, PowerPoint.
  • CRM (Customer Resource Management) software a plus.

Key Qualities and Skills

  • Basic ability for reading and interpreting blueprints, schematics, ladder diagrams and control sequences, which may involve various software languages and formats.
  • Knowledge of DRI-STEEM product line desirable.
  • Work professionally and collaboratively with all groups to further the business’ objectives.
  • Team player and work as part of the Technical Support Team.
  • Work well with technical and complex situations while dealing with time sensitive priorities.
  • Build strong and effective working relationships amongst the teams and with colleagues across functions.
  • Desire to solve problems with a service attitude.

A GREAT PLACE TO WORK FOR ALL! At DriSteem, our employees are our most important resource. That's why we offer comprehensive benefits and unique perks.


We care about your health by providing...

• A comprehensive health insurance plan

• Dental and vision insurance

• Flexible spending account

• A progressive wellness program for you and your spouse (including incentives)


We care about your wellbeing by providing...

• PTO and holiday pay

• Flexible work schedule

• Dress for the day (casual dress code)

• Free coffee and popcorn

• Employee discounts from our parent company - Aprilaire products

• Cell phone discount


We care when you need it most by providing...

• Company-sponsored short- and long-term disability plans

• Employee assistance program

• Identity theft protection

• Bereavement pay


We care about your financial wellness by providing...

• 401(k) with company match and generous profit sharing

• Free use of Spectrum Advisors – Financial Planning

• Three types of life insurance coverage

• Scholarship awards


We care about your growth by providing...

• Tuition reimbursement program

• Learning and development opportunities


We care about our community by...

• Giving back to a local charity through fundraising


Qualified candidates may send a resume to Human Resources, 14949 Technology Drive, Eden Prairie, MN 55344, or email recruiting@DriSteem.com.  Fax:  952-229-3202.

EOE