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Customer Support Supervisor - Cedar Falls, IA #7221875

Company: IDEX

Date: 01/16/2020

Category: Chemicals / Petro-Chemicals

City: Cedar Falls, IA

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses at around the globe, chances are, we have something special for you.


Direct sales support activities and personnel for OEM customer service and inside sales groups. Provide technical application assistance within the company and externally to OEM customers as well as review application details on orders and inquiries.


  • Supervise work performance, responsibilities, and duties of OEM Account Coordinators and OEM Inside Sales Representatives.

  • Provide answers to subordinate questions and assist them in handling customer requirements.

  • Assist in transmission of pertinent product and policy information to field sales, OEM customers, and end users.

  • Assist in the measurement of the Customer Service Groups critical (DMI) metrics.

  • Serve as a liaison between customers, the field sales organization, and factory personnel.

  • Maintain pricing table, year-end pricing processes, and all related databases.

  • Set pricing guidelines and lead price increase activities such as creating price sheets and price increase letters.

  • Ensure all involved in the Customer Service Group use a consistent set of policies.

  • Develop and facilitate development of various tools and processes to increase the effectiveness of the Customer Support Group and to provide a continuously improving environment.

  • Ensure customer profiles reflect proper discounts.

  • Manage the processing of customer contracts requiring clarification.

  • Provide pump application, selection and troubleshooting assistance to OEM customers and external sales personnel where a high degree of expertise is required.

  • Reviews all OEM orders for new part numbers or when there may be some question to the proper application of pumps in question.

  • Prepares certified pump performance test requests when specified on the order. Works with customer contact and lab to review test results.

  • Assist with purchased product selection, application, and other information as required to process customer contracts and provide information to the customers.

  • Technical liaison with Engineering, Quality, and Production.

  • Review and assist with Engineering Change Notices that affect OEM products.

  • Assist with 80/20 complexity reduction and VAVE projects for OEM products.

  • Prepare material and take a lead role in technical training programs. (May be the sole presenter in offsite training programs). This would include basic seminars, new product training, end user training, and new employee training.

  • Assist in preparation of published technical documents such as Technical Service Manuals and white papers covering product and process descriptions.

  • Assist in development and maintenance of a technical knowledge database that would include liquid experience database, mechanical seal database and technical information as determined by customer needs.

  • Participate in direct sales and troubleshooting calls as required by field sales.

  • Participate in new product projects as required with regards to application review process and technical service concerns.

  • Attend or participate in trade shows.

  • Assist as a back-up to all Customer Service Coordinators and Inside Sales Representatives including order entry, expediting orders, and responding to customer inquiries.

  • Other tasks as assigned by the OEM Business Line Director.


  • BS Degree in Mechanical or Chemical Engineering or Industrial Technology Degree.

  • Experience in a field relating to liquid handling or rotating equipment desirable.

  • Capable of identifying pumps and parts from the Viking Catalog, and have a knowledge of pump applications.


  • Fosters an enjoyable and learning environment.

  • Celebrates successes.

  • Works well in a team environment and gains respect of peers, supervisors, and subordinates.

  • Effective leadership skills.

  • Know Viking product lines and keep abreast of changes.

  • Able to maintain accurate records.

  • Must show adaptability and flexibility in responding to changing daily situations.

  • Process oriented and able to improve existing processes.

  • Must have excellent communication skills (both verbal and written).

  • Must have good organizational abilities.

  • Must work well in a team environment.

  • Must maintain internal and external customer relationships.

  • Must possess good diagnostic/troubleshooting abilities.

  • Must be self motivated.

  • Willingness to travel, including 5% overnight stay.


  • Proficient with Microsoft Office products including, but not limited to, Word, PowerPoint, Excel, Access, and Outlook.


  • Ability to move within office and manufacturing complex, write by hand and keyboard, and perform general office functions.

  • Ability to communicate by speech and hearing via phone and in person.

  • Visual acuity needed for close detail work and computer use.

  • General manufacturing, warehouse and office environment.


  • Must have the ability to effectively communicate with customers, suppliers and all levels of corporate and company personnel

  • Frequent contact with OEM customers, end users, internal, and external Sales personnel, Marketing personnel, Production personnel, and Engineering personnel.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

IDEX (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, IDEX businesses make thousands of products that are mission-critical components in everyday activities. Chances are the car you’re driving has a BAND-IT® clamp holding your side airbag safely in place. If you were ever in a car accident, a Hurst Jaws of Life® rescue tool may have saved your life. If you or a family member is battling cancer, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It’s likely your DNA test was run on equipment that contains components made by our growing IDEX Health & Science team.

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