SUMMARY

The Technical Customer Service Representative (CSR) serves as the primary interface between AMETEK STC and its customer base, managing inbound communications and supporting transactional and operational processes within a manufacturing environment. This role requires the ability to interpret customer requirements, navigate ERP and CRM systems, and provide accurate, timely information related to product availability, order status, and standard catalog-based pricing. The CSR acts as a key operational resource supporting order lifecycle management while escalating non-standard technical, quality, and engineering-related inquiries to appropriate technical teams.

Essential duties and responsibilities include the following. Other duties may be assigned.

Inbound Customer & Technical Support
Serve as the first point of contact for inbound customer inquiries via phone and shared email inbox, ensuring high responsiveness.
Provide real-time support for product availability, order status, and catalog pricing using ERP systems.
Escalate non-standard inquiries such as custom pricing, technical specifications, or quality issues with complete documentation.

Customer Relationship & Communication Management

Maintain professional communication with 24-hour response expectations.
Translate customer requests into actionable system data aligned with manufacturing constraints.
Provide proactive follow-up and accurate communication.

ERP/CRM Data Management & Order Entry

Utilize Oracle and Salesforce to create and maintain customer and order records
Enter and validate sales orders and update statuses in real time.
Coordinate with production planning to confirm ship dates and generate acknowledgments.

Order Lifecycle & Production Coordination

Monitor orders through the manufacturing lifecycle.
Coordinate expedites and resolve order delays.
Investigate discrepancies and implement corrective actions.

Post-Order Technical Support & Documentation

Provide shipment tracking, packing slips, and certificates.
Maintain serial number traceability.
Archive order documentation in digital systems.

Sales & Technical Support Coordination

Support sales campaigns and log communications in Salesforce.
Identify and route qualified leads.
Collaborate with sales and engineering teams.

Required Qualifications

3-5 years in technical customer service or manufacturing support.
High school diploma required.
Experience with ERP/MRP (Oracle) and CRM (Salesforce).
Strong MS Office skills, especially Excel.
Strong communication and technical comprehension skills.

Preferred Qualifications

Experience in manufacturing or industrial environments.
Familiarity with technical drawings and specifications.
Understanding of supply chain and production scheduling.

Key Competencies

Technical aptitude and systems proficiency.
Attention to detail and accuracy.
Analytical problem-solving.
Ability to multitask and collaborate cross-functionally.

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