Technical Support Specialist
FMH Conveyors · Jonesboro, AR · 3 mo ago
Information TechnologyFull-time
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