Technical Specialist 12-652
|Benefits:||Employees are eligible for coverage under our broad-based insurance programs, including basic medical, dental, and major medical. We also provide each employee with paid life insurance and paid accidental death and dismemberment insurance. We recognize the importance of financial planning and offer employees a 401(k) Savings Plan. |
|Employment Type:||Full Time|
This position is responsible for technical support and repair of instruments for customers and field service personnel.
|Duties:||ESSENTIAL DUTIES AND RESPONSIBILITIES |
Provide primary phone support to end-users, sales personnel, and field service technicians on the instrument product lines.
Provide secondary phone support to end-users, sales personnel, and field service technicians on the weighing product lines.
Troubleshoot problems and determine the best course of action to be able to deliver a solution, via phone or e-mail, escalate to Tier II Applications support or send the issue to Tier I Service if a service call is likely.
Triage technical support calls and e-mails from customers regarding the use of thermal analysis instruments.
Analyze customer samples, develop practical methods and prepare professional reports in support of selling efforts and customer needs.
Maintain and calibrate instruments within the Columbus laboratory.
Maintain accurate records in Customer Relationship Database so that issues are tracked and information is captured.
Interaction with MT Producing Organization with regards to new products, technical problems, information exchange and quality issues.
Submit sales leads for new products and service opportunities.
Provide demonstrations and technical support using the Virtual Video Lab as needed
Occasional travel required-5% overnight. Occasional travel to customer sites to aid in technical support.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
First level remote customer support experience preferably via phone
First level technical support experience
Product demonstration experience a plus
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