Our client designs and manufactures automated systems for multiple manufacturing markets.
Summary: Provide timely and efficient customer support in problem resolution related to the mechanical and electrical systems of company equipment. Assist customers needing to procure parts and services.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES:
- Identifies, diagnoses, and resolves problems for users of company product/equipment using phone communication or onsite support
- Manages escalation of issues to assure timely resolution
- Utilizes CRM for scheduling and maintains accurate and complete records of all customer interactions i.e. phone support, service, and preventive maintenance
- Installs, tags, and assists in the configuration of end-user hardware, software and peripherals
- Coordinates timely service of equipment and software by company resources or dealers and vendors
- Analyzes recurring customer issues and trends to suggest corrective actions
- Provides feedback to quality control related to defects found in the field
- Supports other departments with answers to frequently asked questions from customers
- Manages, in a timely fashion, personal schedule, expense reports, reporting of hours and travel arrangements
- Promotes safety for staff and customers
- Provides continued mentoring for junior technicians
- Provides active and open communication to customers and dealers so they are free to discuss their requirements, concerns and/or issues
- Participates in job rotations to further product and process knowledge
- Participates in a 24/7 on call rotation
QUALIFICATIONS AND SKILLS:
- (2) years college level course work in information technology, software engineering or electrical, mechanical engineering required
- Prior experience providing end user phone support required
- Proficiency with troubleshooting and problem solving techniques required
- Excellent customer service skills required
- Experience with training individuals and classes required
- Travel up to 25% is required