Location: Conway,AR, USA
Overview
Since 1920, people have known Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader. With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value. We work hard together. We grow together. We are one Snap-on team.
We are seeking a dynamic and experienced Technical Support Specialist - Heavy Duty to join our Service Support team. This role is crucial in providing technical support for Snap-on heavy duty equipment products to internal and external customers. This will include troubleshooting, documentation and training for the assigned product line.
PERKS - WHAT'S IN IT FOR ME
* Competitive compensation
* Medical insurance
* Dental insurance
* Vision insurance
* Retirement plans
* Paid vacation
* Employee Assistance Program (EAP)
* Stock Purchase Plan
* Discount on Snap-on Products
Responsibilities
* Provide support for internal and external customers including proper equipment operations, use and diagnosis, and troubleshooting problems for distributors.
* Analyze product performance to identify problems, make recommendations to improve and enhance products, and work with internal and externals sources to resolve problems.
* Support new product implementations by working closely with Engineering, Training, and Sales as products are developed and updated to make recommendations and resolve problems.
* Document incoming calls to develop and maintain information databases, as required.
* Work with the training group to write technical documentation on products for distributors use including service bulletins, parts, and manuals.
* Work with the Training group to develop, coordinate, and conduct service training programs for distributors.
* Act as a resource for others , as needed.
* Keep abreast with industry standards and emerging technology.
* Other duties as assigned.
Qualifications
* 5-10 years of field service or technical support experience.
* Demonstrated knowledge of a broad range of products across multiple product lines.
* Ability to read electrical schematics and pneumatic diagrams.
* Ability to troubleshoot a variety of software and operations issues.
* Excellent communication skills - both verbal and written, including technical writing skills.
* Presentation skills with prior training experience, preferred.
* Demonstrated organizational skills, leadership ability, and project coordination.
* Demonstrated ability to work cross-functionally.
* Ability to travel 25% domestically and internationally.
CHARACTERISTICS
* Demonstrate Integrity
* Tell the Truth
* Respect the Individual
* Promote Teamwork
* Listen