Electro-Mechanical Technical Support Specialist I

Basic Job Functions

The Technical Support Specialist I is responsible for providing technical problem resolution to the dealers and end-users. The Technical Support Specialist will strive to provide the highest level of customer service, by clearly communicating technical solutions in a user-friendly, professional manner.

ESSENTIAL FUNCTIONS

• Provide technical support resolution via phone and email with end-users, contractors and dealer network
• Resolve electrical and mechanical problems that could be encountered before, during, and after product installation
• Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner
• Accurately process and properly record call and email transactions utilizing computer software programs
• Assist in department process improvements to maintain and improve upon the industry leading Technical Support experience
• Assist Engineering on R&D projects both in house and in the field
• Offer technical guidance to the Parts department involving custom orders
• Travel occasionally to customer sites to resolve problems that need onsite assistance

Minimum Qualifications

• Ability to lift 50 - 70 pounds occasionally
• Prolonged periods sitting at a desk and working on a computer
• This position is in an office environment where the noise level is moderate
• An occasional amount (20%) of domestic travel for company business will be required through various modes of transportation (car, airplane, etc.)
• A minimum of 2 weeks will be required at each manufacturing facility (Jackson and Hartford) building our products to better understand the individual components
• Industry experience in high speed doors, material handling or dock levelers is preferred
• Commercial or industrial electrical background and working knowledge of relay logic, electrical control systems, and solid-state technology
• Excellent verbal and written communication skills with an emphasis on proper phone etiquette
• Working knowledge of SalesForce
• Learn how to properly document a call with proper category and codes
• Working with Five9 phone system
• Using the SAP sandbox to work on mock quotes and orders
• High attention to detail and accuracy for problem analysis and solutions
• Mechanical aptitude
• Possess a valid passport
• Ability to read, analyze, and interpret technical manuals & drawings
• Ability to write routine reports and correspondence
• Ability to speak clearly and effectively before customers or employees of organization
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent
• Ability to draw and interpret bar graphs
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to examine data to grasp issues, draw conclusions, and solve problems by identifying relevant facts
• Knowledge of product features; demonstrates knowledge of current business practices and appropriate product applications
• Works collaboratively to analyze information and develop solutions
• Organize & express ideas and information clearly, using appropriate and efficient methods of conveying the information
• Communicate accurately & honestly in an open, candid and respectful manner
• Gather information and others’ input when making decisions
• Consider lessons learned from experience
• Consider all when weighing the benefits, costs, and risks associated with each
• Earn others’ trust and respect through consistent honesty and professionalism in all interactions
• Avoids situations and actions considered inappropriate or which present a conflict of interest
• Help teammates who need or ask for support or assistance
• Celebrate the achievements of teammates
• Encourage team unity through sharing information or expertise, working together to solve problems, and putting team success first

Preferred Qualifications

• Associate's degree or equivalent from two-year College or Technical school desired
• Two to four years related customer service/troubleshooting experience and/or training
• Equivalent combination of education and experience