Job Description

The Fulton Companies is a private multi-national group of companies headquartered in beautiful Pulaski, NY, USA. Our founder, Lewis Palm, was a pioneer in the engineering of steam boilers and associated equipment for the laundry and dry-cleaning markets, he invented the first Vertical Tubeless Boiler in 1949. With our expansion of products and knowledge throughout the years, we are well known in many applications of your daily life including but not limited to, food processing, pharmaceutical, education, gas processing, laundry, dry cleaning, healthcare, and government/military.

Fulton researches, engineers, manufactures, sells, and services complex thermal fluid, steam, and hydronic equipment along with engineered systems for a wide range of commercial and industrial applications. We strive for energy efficiencies, global impact, and environmental responsibility. Fulton has served as an industry leader of emerging heat transfer technologies for more than 75 years!

Our culture thrives on the HEART values of the company and puts pride in our people. We encourage continued training and learning to grow you and your career with Fulton.

HEART:

Honesty and Integrity

Effective and Results Oriented

Always customer focused

Respectful and considerate

Team Player

Benefits: At Fulton we value our employees and therefore offer competitive compensation, onsite fitness club, retirement plan, health insurance, dental insurance, vision insurance, voluntary disability insurance, voluntary life insurance, employee assistance program, vacation time, paid holidays, profit share bonus.

Fulton is committed to a diverse and inclusive workplace. Fulton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Requirements

OVERALL RESPONSIBILITY:

The Product Support Specialist is responsible for providing support to the customers through tasks to meet and exceed customer expectations (internal and external) in a manner that is consistent with the Fulton HEART values and operating philosophy. This includes communication with customers and internal teams to determine which level of support is needed relevant, to parts, technical support, field service or training.

ACCOUNTABILITIES

1. Aftermarket Support – Assist the aftermarket team with order entry, invoicing, filing, reporting, and customer communications.
2. Support Domestic & International Customers with price quotes and part identification.
3. Shipping – Carry out tasks that assist the aftermarket shipping team, such as retrieving and packaging parts, and processing shipments using UPS or FedEx software. Handle export shipments and prepare accurate customs documents.
4. Continuously provide information and technical support to identify customer needs.
5. Provide outstanding customer care and interactions.
6. All other administrative or general office support related duties as assigned.

QUALIFICATIONS (Education, Certifications and Required Experience)

1. Minimum high school diploma or GED.
2. Experience with Microsoft Office Applications
3. Prior Customer Service experience preferred
4. Prior parts counter or HVAC experience preferred

DEMONSTRATED CRITICAL COMPETENCIES:

1. Communication – Ability to ensure information is passed on to others who should be kept informed. Ability to express oneself clearly in conversation and interaction with others. Ability to express oneself clearly in business writing.
2. Customer Orientation – The ability to demonstrate concern for satisfying ones’ internal and/or external customers.
3. Initiative – Identifying what needs to be done and doing it before being asked or before the situation requires it.
4. Thoroughness – Ensuring work and information is complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.
5. Multitasking – Ability to handle a variety of multiple tasks daily.

PHYSICAL REQUIREMENTS

1. Repetitive Motion – Substantial movement/motion of the wrists, hands and/or fingers
2. Sitting – The body is supported by buttocks and back and employee needs to remain seated for extended periods of time.
3. Walking – Moving about on foot to travel and accomplish tasks, including long distances or site to site.
4. Vision – Visual acuity is required to view a computer terminal and to analyze data.