Responsible for providing high-level product-specific technical information and support to internal and external customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.
Key Responsibilities
- Provides technical support and troubleshooting for product lines through e-mail and phone to internal and or external customers.
- Provides scheduled and emergency onsite technical support to customers as required.
- Interacts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutions.
- Identifies opportunities for additional sales to ensure customer needs are met and growth opportunities are maximized.
- Occasionally contributes to technical bulletins.
- Provides onsite and web-based training seminars as required.
- Assists customers in implementing products and advises on their proper use.
- Follows up with customers to verify that solutions are successful.
- Reviews owner/operator manuals.
- Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general use.
- Develops a deep understanding of applications.
- Uses judgment to determine the proper resources to fix issues.
- Assists in deploying new software releases to the customer base through technical training.
- Tracks open customer issues and communicates the status to customers.
- Performs other related duties as required or assigned.
Skills Knowledge and Expertise
- Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
- Effectively communicates information and responds to questions in person-to-person and small group situations with vendors, internal and external customers, the general public, and other employees of the organization.
- Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.
- Writes routine reports and correspondence.
- Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement).
- Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
- Deals with problems involving several known variables in situations of complex nature.
- Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
- Frequently makes decisions of major importance, which may affect the work operations of other employees and/or clientele to a major degree.
- Completes intermediate and complex tasks.
- Uses noncomplex and complex machines and equipment.
Education and Experience
- Equivalent of four years of high school (required).
- Associate’s degree in electrical engineering, mechanical engineering, or a related field (preferred).
- Three to five years of related experience (preferred).
Computer Skills
- Advanced: Operating systems, spreadsheet, word processing/typing, database, alphanumeric data entry.
Certificates and Licenses
PHYSICAL ACTIVITIES
- While performing the functions of this job, the employee is:
- Continually required to sit.
- Regularly required to reach with hands to finger, handle, or feel; kneel or crouch; and talk or hear.
- Occasionally required to stand or walk.
- The employee must occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and an ability to adjust focus.
- The company will make reasonable accommodations to enable individuals with disabilities to perform the essential functions and expectations.
ENVIRONMENTAL CONDITIONS
- This position is not subjected to harmful environmental conditions.
- The noise level in the work environment is usually moderate.
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