About Us
Hawk Excavator and EDDY Pump design and manufacture industrial pumps, dredging systems, and excavator attachments for mining, marine, construction, oil & gas, and wastewater. We’re adding a detail-obsessed Technical Customer Service Agent to support customers and partners across North America and globally.
What You’ll Do
- Frontline support: Own inbound calls/emails/chats; log and triage cases in HubSpot with clean notes and SLAs.
- Technical troubleshooting: Guide customers through setup, operation, and basic diagnostics for pumps, power units, and attachments (mechanical/hydraulic/electrical).
- Quoting & order entry: Build quotes in HubSpot; process orders/RMAs and parts picklists in Epicor (or similar ERP).
- Parts identification: Read drawings, BOMs, and exploded views to identify correct seals, bearings, liners, impellers, hoses.
- Case coordination: Escalate to engineering/field service; follow through to resolution and confirm customer success.
- Knowledge base: Document fixes, FAQs, and how-to guides to reduce repeat tickets.
- Logistics & warranty: Coordinate shipments/returns; verify warranty eligibility and approvals.
- Customer experience: Drive CSAT/NPS and hit response/resolve time targets.
Must-Haves
- Excellent English (spoken & written); confident and clear on the phone and in email.
- HubSpot CRM experience (tickets, deals/quotes, knowledge base).
- Strong attention to detail and documentation discipline.
- Demonstrated technical aptitude (mechanical/hydraulic/electrical basics).
- Comfortable reading drawings/BOMs and using part catalogs.
- Proficiency with Excel/Sheets and general office tools.
- Ability to multitask, prioritize, and stay calm under pressure.
Nice-to-Haves
- Epicor (or similar ERP: NetSuite, SAP, Infor) for order entry, RMAs, inventory.
- Background in industrial equipment, pumps, rotating machinery, or heavy fabrication.
- Spanish/English bilingual (helpful for suppliers and customers in MX/US).
- Experience with remote support tools (video calls, annotated screenshots).
Success Metrics (what you’ll be measured on)
- First-response and resolution time to SLA
- Case quality (complete notes, correct dispositions, KB contributions)
- CSAT/NPS and repeat contact rate
- Quote turnaround time and order accuracy
What We Offer
- Competitive pay + benefits (based on location)
- Training on pumps, hydraulics, and our product lines
- Growth path into Senior Support, Technical Sales, or Product/Service Ops
Job Type: Full-time
Pay: $20,000.00 - $30,000.00 per month
Work Location: In person
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