Technical Support Specialist

POSITION DUTIES & RESPONSIBILITIES

• Manage, handle, and resolve incoming technical support inquiries
• Provide timely support to customers
• Assign or escalate issues to others as required
• Work with customers to ensure PO’s are received timely and accurately
• Liaison between customers and internal resources (engineering, service, parts, etc.)
• Quote service and installation for customers, ensuring accurate pricing and periodic reviews to align with margin expectations
• Utilize SOP’s and RCA’s to address reoccurring issues
• Lead the coordination of the field change activities
• Identify, create, and publish technical bulletins that provide step-by-step troubleshooting and set up assistance for technical support topics

Position Requirements

• Education: Technical or Associates Degree Preferred
• Experience: 3+ years of in-field service experience or troubleshooting support for conveying equipment
• Sound judgement
• Effective interpersonal skills with ability to build relationships and interact with all levels of the organization
• Strong analytical, problem solving, and decision-making skills
• High degree of professionalism with strong communication, leadership skills and teamwork orientation
• Computer skills: Sales Force, MS Office (Word, Excel, Outlook, PowerPoint) and ability to learn new ERP Systems (Epicor); Excel skills should be at the expert level with a high level of experience with pivot tables, VLOOKUP, etc.
• Must be able to travel periodically

Physical Requirements

• While performing the duties of this job, the employee is regularly required to communicate.
• The employee is frequently required to stand, sit, and walk.
• Specific vision abilities required by this job include close vision and color vision.

Work Environment

• Office and manufacturing environment