Product Technical Support Specialist

Responsibilities

• Support incoming phone calls and emails for US and Canada.
• Show a strong ability to follow internal company scripts, identify key details of the customer and problem, and provide 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 the management of continuous improvement.
• Diagnose customer issues and ensure the proper 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 the company procedures.
• Timely documentation of all customer conversations and related activities in our CRM system.
• Carry out tasks assigned by their manager that are essentially related to their duties.
• Act as a Role-Model for technical support and demonstrate 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 our 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 our customers.
• Support technical training demands for customers and internal team members.
• Attend refresher training classes and regional FSE conference calls in order 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.

Qualifications

• Strong communication and problem-solving skills.
• Ability to work independently and as part of a team.
• Knowledge of Metal Detection, X-Ray, and Checkweighing products.
• Experience with customer service and technical support.
• Proficiency in using CRM systems.

Pay

$33.00-$35.00 per hour

Schedule

Full-time position