Technician Support

About the role

Responsible for technical support for technicians and service customers.

Responsibilities

• Attend training sessions as required
• Field incoming phone and email requests from customers and technicians regarding problems with supported products
• Attempt to resolve equipment problems by phone or email with technicians and customers
• Create service work orders for technicians to resolve problems that cannot be fixed remotely or as requested by customers
• Review open work orders for alternative resolutions and/or escalation
• Make recommendations on additional steps for technicians to take related to repeat issues
• Document customer and technician contacts to ensure coworkers have access to current, relevant information related to work order status and site problems
• Identify and report service problem trends to technical support team management
• Suggest inventory additions and adjustments for technicians
• Other related duties as assigned

Requirements

• High School Degree/GED
• Ability to clearly and effectively communicate in person and via phone or email
• Ability to maintain technical competency for supported product lines
• Ability to multi-task and remain organized while fielding several issues at once
• General knowledge of Microsoft Office programs (Word, Excel)

Benefits

• Generous Profit‑Sharing Bonus — share directly in the company’s success
• Competitive Medical, Dental & Vision coverage
• Company‑paid Life Insurance & Short‑Term Disability
• Paid Holidays and PTO
• Medical Deductible Reimbursement & Wellness Benefit Programs
• 401(k) with Company Match

Physical Requirements

While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, stoop, use hands to finger, handle or feel, and reach with hands and arms. The Team Member is also required to perform frequent repetitive hand and wrist motion, including keyboarding. The Team Member may occasionally be required to lift and/or move office materials and supplies, typically up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and other office equipment.

Schedule

Full-time position; the department is staffed 364 days a year, 7:00 am to 8:00 pm CST Monday through Friday and 8:00 am to 4:00 pm CST Saturday, Sunday, and holidays. Typical schedule is Monday through Friday, 8:00 am CST to 5:00 pm CST, with occasional overtime required.