Technical Support Specialist 13-231
|Benefits:||Full range of competitive benefits|
|Employment Type:||Full Time|
This position is required to provide post-sale product technical support for the industrial products sold in the US and Canada.
The primary focus will be in providing in-depth product technical support to the North American Industrial Sales and Service Channels - both direct and distribution. A secondary focus will be to provide pre-sale product application support.
Product support activities including:
Provide in-depth product technical support
Embrace best-in-class customer service culture
Meet customer service KPI’s
Log and document calls, email and chat inquiries into the designated tracking database
Development of technical and application bulletins, white papers and similar.
Product training activities as defined by Industrial Marketing Support Manager
Assist with product introduction, phase-in and phase-out activities and support functions for the US and Canada (Maintenance of Line duties) when needed.
Other duties as assigned
•The motivation, adaptability and professional qualities to be able to work in an environment with a minimum amount of supervision and guidance
•Three or more years of direct experience with industrial weighing equipment
•Two years or more of technical support or technical training experience
•Solid verbal and written communicator (in English), effective in small and large group settings
•Demonstrated success in participating in diverse (geographic as well as disciplinary) team environments
•Sound analytical abilities (technical problem solving skills)
•Senior level requires extensive experience or expertise in all areas of responsibility.
General knowledge of performance measurement and customer service improvement practices.
Basic knowledge and experience with intermediate functions and commands of network operating systems and protocols:
Basic technical writing and verbal communtications to formulate documentation on a wide range of computer topics, including training manuals, news articles, and system configurations.
Strong analytical and problem solving skills.
Considerable knowledge and experience with Personal Computer hardware.
Intermediate skills in the support of personal computers and all software and network standards:
Microsoft Office Suite (Access, Excel, Word, Outlook, PowerPoint, etc)
Microsoft Windows (XP/Vista/Win 7)
Business systems – (SAP/BAAN/ASTEA, etc.)
Strong customer service skills
Strong interpersonal and communication skills to be able to understand users' problems, and not only fix it, but also teach them how to solve the problem(s) in the future.
Solve trouble calls, complete project tasks, attend meetings and training sessions, etc., in order to assist in meeting deadlines and fulfill service levels in a timely manner.
|Duties:||Work requires attendance at meetings outside the office at other office sites. Out-of-state travel will be required.|
2 year Associate degree in a technical field, Information Systems, Computer Science, or a related field.
Previous experience with web page
Previous experience in technical writing
Knowledgeable in Windows and UNIX operating system
Previous scale service repair knowledge a plus but not required
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