Customer Care Specialist

Position Summary

We are seeking a Customer Care Specialist to join our Sales Operations team supporting our Medium Voltage Switchgear product line. This position serves as the primary post-purchase point of contact for Regional Sales Managers, Sales Representatives, Distributors, and Customers throughout the manufacturing and equipment life cycle.

This is an excellent opportunity for someone with strong technical aptitude and customer service skills who enjoys problem-solving and collaborating across multiple departments. In this role, you will work closely with Engineering, Production Control, Quality, Field Service, and Operations to ensure customers receive timely updates, technical support, and resolution of warranty or operational concerns.

Position Responsibilities

Your primary responsibility is to provide exceptional post-sale customer support by coordinating customer requests, investigating technical issues, administering warranty activities, and communicating effectively with both customers and internal teams. This position requires excellent organizational skills, attention to detail, and the ability to manage multiple customer requests while maintaining a high level of responsiveness.

Key Responsibilities

• Serve as the primary point of contact for customers, distributors, and Regional Sales Managers regarding post-sale support, manufacturing updates, operational questions, and warranty concerns.
• Coordinate with Production Control, Customer Service, and Operations to provide order status updates and manage expedite requests when necessary.
• Gather technical information, including fault logs, photographs, test reports, and field observations, to assist Engineering, Quality, and Field Service in diagnosing equipment issues.
• Support warranty and concession evaluations by coordinating documentation and participating in cross-functional review meetings.
• Maintain accurate customer records, production updates, warranty activity, and service requests utilizing Microsoft Office, Global Shop, and Salesforce.
• Work closely with Engineering, Quality Assurance, Procurement, Field Service, Operations, and Customer Service to ensure timely issue resolution.
• Communicate professionally with customers while providing regular updates throughout the manufacturing and support process.
• Monitor multiple customer inquiries simultaneously while ensuring commitments and response timelines are met.
• Maintain a strong understanding of Federal Pacific products, manufacturing processes, and customer support procedures.
• Deliver outstanding customer service while representing Federal Pacific with professionalism and responsiveness.

Basic Qualifications

• Experience in technical customer service, after-sales support, project coordination, or customer-facing roles within manufacturing, electrical, industrial, or power distribution environments preferred.
• Basic understanding of electrical systems, power distribution equipment, electrical components, or medium voltage switchgear is highly preferred.
• Strong customer service and communication skills with the ability to build positive relationships.
• Excellent organizational skills with the ability to prioritize multiple projects and deadlines.
• Strong problem-solving and troubleshooting abilities.
• Proficiency in Microsoft Office, particularly Excel, Word, and Outlook.
• Experience with ERP or CRM systems such as Global Shop or Salesforce is a plus.
• Self-directed, detail-oriented, and motivated to provide exceptional customer support.
• Ability to work full-time onsite in Bristol, Virginia.

EMC expects that every team member will be guided by EMC's Guiding Principles.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Team members may be asked to perform additional duties outside of their normal responsibilities as business needs require.