Technical Support Specialist II - Industrial Software

 

We are looking for an experienced Product Support Specialist to join our dynamic on-site training department. As a 2nd Level Support specialist, you will play a crucial role in providing remote product support to our valued customers and technicians. Working alongside a team of skilled support specialists and dispatchers, you will have the unique opportunity to engage in basic equipment troubleshooting and parts inquiries.

 

JOB DUTIES:

• Assist customers and field technicians in diagnosing and resolving mechanical, electrical, hydraulic, and software machinery-related issues.
• Provide technical support via phone, chat, or email to resolve ticket issues promptly.
• Document all service calls, troubleshooting steps, and repairs in detailed service reports.
• Utilize diagnostic tools and software to identify problems and recommend appropriate solutions.
• Provide recommendations on spare parts, tools, and other resources necessary for effective maintenance.
• Follow up on service calls to ensure customer satisfaction and identify additional support needs.
• Educate customers and technicians on safety best practices related to machinery operation and maintenance.
• Develop and deliver training programs and materials tailored to customer needs.
• Stay current with the latest developments in machinery and industry best practices through ongoing training and education.
• Provide regular reports to management on support activities, joint issues, and areas for improvement.
• Gather feedback from customers and field technicians regarding machinery performance and relay this information to the product development team for continuous improvement.

 

 BENEFITS:

• Full-time employment with a competitive salary
• Health insurance (medical, dental, vision) effective at 30 days.
• 401k eligibility after 60 days up to 3.5% company match
• Paid vacation and PTO
• Short/Long Term Disability
• Life Insurance
• Flex Spending and Health Savings accounts
• Employee assistance programs
• Basic and advanced training courses on all equipment you are expected to assist customers and technicians.
• Ongoing training on newly released equipment to increase your knowledge base.
• You will be part of an experienced and professional team, where support and collaboration are key.