The In-House Technical Support Representative's responsibilities include working to identify and resolve field service issues, providing both
electrical and mechanical technical assistance to both customers and service technicians, and clearly communicating steps for issue resolution to customers. Technical support requires working closely with our other departments to achieve quality solutions in a timely manner. The position reports directly to the In-House Technical Supervisor, and Customer Service Manager as necessary.
Qualifications - Dedication to excellence and a quality output
- Honest, Reliable, and irreversible Integrity
- 3 years practical mechanical and electrical troubleshooting experience or an Associate degree in mechanical or electrical engineering
- Proficient in Microsoft Office Suite (Outlook, Word, Excel)
- Working knowledge of ladder logic, PLC, and HMI programing
- Excellent written and verbal communication skills
ResponsibilitiesThe following activities are required in this position:
- Promoting excellence throughout the department
- Work with customers to troubleshoot mechanical, electrical, and controls issues with equipment
- Travel with field service technicians to learn our equipment and processes
- Accurately complete verbal order request forms in a designated time frame
- Ability to communicate with customer and co-workers clearly, efficiently, and professionally
- Responsible to create, maintain and update all service case notes and files pertaining to active technical support cases
- Responsible to make sure that ALL information dealing with service meeting cases are FULLY updated and accurate daily
- To determine when equipment is not working to customer expectation and notify In-House Technical Supervisor
- Works directly with In-House Technical Support and Service Schedule Coordinator to keep service schedule updated
- Other duties as required