Technical Support Specialist

WFA Staffing

Pay Range: BOE

Job Listing: Technical Support Specialist I

Location: Jackson & Hartford
Pay Range: BOE
Position Type: Full-time

Job Description:

SUMMARY: The Technical Support Specialist I is responsible for providing technical problem resolution to dealers and end-users. The Technical Support Specialist will strive to provide the highest level of customer service by clearly communicating technical solutions in a user-friendly, professional manner.

ESSENTIAL FUNCTIONS:

  • Provide technical support resolution via phone and email to end-users, contractors, and dealer network.
  • Resolve electrical and mechanical problems encountered before, during, and after product installation.
  • Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner.
  • Accurately process and properly record call and email transactions using computer software programs.
  • Assist in department process improvements to maintain and improve upon the industry-leading Technical Support experience.
  • Assist Engineering on R&D projects both in-house and in the field.
  • Offer technical guidance to the Parts department involving custom orders.
  • Travel occasionally to customer sites to resolve problems that need onsite assistance.

REQUIRED SKILLS/ABILITIES:

  • Industry experience in high-speed doors, material handling, or dock levelers is preferred.
  • Commercial or industrial electrical background and working knowledge of relay logic, electrical control systems, and solid-state technology.
  • Excellent verbal and written communication skills with an emphasis on proper phone etiquette.
  • Working knowledge of SalesForce.
  • Ability to properly document a call with proper categories and codes.
  • Experience with Five9 phone system.
  • Proficiency in using the SAP sandbox to work on mock quotes and orders.
  • High attention to detail and accuracy for problem analysis and solutions.
  • Mechanical aptitude.
  • Possess a valid passport.
  • Ability to read, analyze, and interpret technical manuals & drawings.
  • Ability to write routine reports and correspondence.
  • Ability to effectively present information to customers or employees of the organization.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rates, ratios, and percentages.
  • Ability to draw and interpret bar graphs.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CORE COMPETENCIES:

  • Accountability & Dependability: Shows up to work on time, and follows instructions, policies, and procedures. Meets productivity standards, deadlines, and work schedules.
  • Customer Focus: Delivers products and services when and where the customer needs them. Explores options when unable to deliver a requested product or service and pursues solutions until the customer is satisfied.
  • Analysis/Reasoning: Examines data to grasp issues, draw conclusions, and solve problems by identifying relevant facts.
  • Product Knowledge/Application: Demonstrates knowledge of product features and current business practices and appropriate product applications.
  • Communication: Organizes and expresses ideas and information clearly, using appropriate and efficient methods of conveying the information. Communicates accurately and honestly in an open, candid, and respectful manner.
  • Decision Making & Judgement: Gathers information and others’ input when making decisions. Considers lessons learned from experience and weighs the benefits, costs, and risks associated with each.
  • Ethics & Integrity: Earns others’ trust and respect through consistent honesty and professionalism in all interactions. Avoids situations and actions considered inappropriate or which present a conflict of interest.
  • Teamwork: Helps teammates who need or ask for support or assistance. Celebrates the achievements of teammates and encourages team unity through sharing information or expertise, working together to solve problems, and putting team success first.

EDUCATION AND EXPERIENCE:

  • Associate’s degree or equivalent from a two-year College or Technical school desired; or two to four years of related customer service/troubleshooting experience and/or training; or an equivalent combination of education and experience.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:

  • Ability to lift 50 – 70 pounds occasionally.
  • Prolonged periods sitting at a desk and working on a computer.
  • This position is in an office environment where the noise level is moderate.
  • An occasional amount (20%) of domestic travel for company business will be required through various modes of transportation (car, airplane, etc.).
  • A minimum of 2 weeks will be required at each manufacturing facility (Jackson and Hartford) building our products to better understand the individual components.
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