Customer Support Technician

About the role

Provide product technical support for Metal Detection, X-Ray and Checkweighing product lines, handling incoming phone calls and emails for US and Canada, following internal scripts, identifying customer details, and delivering effective technical support per warranty and policies.

Responsibilities

• Support incoming phone calls and emails for US and Canada, following internal company scripts, identifying key details of the customer and problem, and providing effective technical support in accordance with warranty, call‑handling and general policies.
• Act as an escalation resource for issues Field Engineers are unable to solve; completing a root‑cause analysis and recommending follow‑up actions.
• Collect feedback on common product issues and skills gaps to support management of continuous improvement.
• Diagnose customer issues and ensure the proper Field Service Engineer (FSE) is dispatched with the correct parts and tools required to efficiently resolve the problem.
• Complete all necessary paperwork accurately and on a timely basis in accordance with company procedures.
• Timely documentation of all customer conversations and related activities in the CRM system.
• Carry out tasks assigned by manager that are essentially related to duties.
• Act as a role‑model for technical support, demonstrating high levels of customer satisfaction (internal and external).
• Help with scheduling and dispatching as required.
• Process customer complaints and escalation requests related to technical findings (field‑oriented) and report such information as a critical component of regular escalation meetings/activities.
• Frequently communicate between the field and internal office support staff on technical related issues, assuming the role of a primary service liaison.
• Occasionally travel throughout the field to support escalated service requests from customers.
• Support technical training demands for customers and internal team members.
• Attend refresher training classes and regional FSE conference calls to promote continuous improvement of technical skillsets.
• Act as a primary technical support resource (internal and external), keeping abreast of all legacy and current technical aspects of the Loma product family.

Pay

$25.00‑35.00 (hourly)