Technical Support Specialist 1

Position Summary

The Technical Support Specialist will serve as the primary point of contact for nVenia customers (both internal and external). They will provide frontline support via phone and email, using technical expertise, documentation, and hands-on product experience to guide customers through troubleshooting, identify root causes, and recommend corrective actions.

Position Duties And Responsibilities

• Provides external customers with technical support in response to inquiries via phone and email.
• Captures input from internal experts in service and engineering to coordinate responses to customer issues.
• Manages and closes technical support cases in the case management system.
• Willing to be flexible with working hours to accommodate phone coverage and provide "after hour" support as part of a rotating pool.
• Provides equipment reliability feedback to quality engineering and collaborates on improvements.
• Attends training classes and travels on shadowing service jobs to gain hands-on practical experience.
• Develops technical documentation, procedures, and training courses for technical support and field service.

Position Specific Competencies

• Great Customer Service
• Sense of Urgency
• Detailed Oriented
• Complex Problem Solver - Resolves difficult and/or complicated challenges
• Teamwork - Promotes cooperation and commitment within a team to achieve goals and deliverables
• Self-Management - Manages own time, priorities, and resources to achieve goals
• Versatility - Communicates ideas and facts orally and in writing using language the audience will best understand

Qualifications

• Three to five years of experience in a manufacturing environment required
• Five years or more experience in the packaging and/or automation industry in field service, engineering or manufacturing function required
• Strong knowledge of manufacturing and engineering processes
• Experience reading mechanical and electrical drawings
• Experience working in Salesforce a plus
• Experience working with PLC based controls a plus
• Technical writing experience a plus
• Ability to travel up to 15%

Physical Requirements

• Sit, stand, walk, talk, or hear
• Use hands to finger, handle, or touch objects or controls
• Occasionally lift, push, or pull up to 25 pounds
• Close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Work Environment

• Office-based position with occasional visits to the manufacturing area
• Up to 15% of the time the position will go to customer sites to assist in conducting diagnostics, repair, and training on the manufacturing floor