Technical Support Specialist

Job DetailsJob Location: Jonesboro, AR 72401Position Type: Full TimeTravel Percentage: Up to 25%Job Shift: DayJob Category: ManufacturingFMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors, while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability and reliability, FMH Conveyors products are engineered to support material handling applications for distribution centers, e-commerce, parcel post, retail stores, and a variety of manufacturers to help maximize productivity and increase efficiency. 

 

As a Duravant Family Company, FMH Conveyors participates in global Diversity, Equity, and Inclusion programs, as well as Doing Good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, FMH Conveyors offers an excellent total rewards package that includes:


Compensation: We offer competitive compensation
Benefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial security
Development: We have education and training programs which include an educational assistance program
Time Off: We offer paid holidays and paid time off
Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results
Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
Culture: We are driven by our number one asset - our employees, and their successes
Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.


FMH Conveyors is adding a Technical Support Specialist to our Lifecycle Services team, responsible for leading the technical support efforts as the liaison between customers and internal resources. This position is responsible for the prioritization, support and execution of all technical support-related jobs and inquiries. This position is expected to analyze technical support requests and provide resolutions for our customers. The Technical Support Specialist is also responsible for analyzing warranty requests, fulfilling quotes for service, and creating SOPs and RCAs to prevent reoccurring issues.

 

POSITION DUTIES & RESPONSIBILITIES include the following, other duties as assigned.


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
Observes safety and security procedures; Uses equipment and materials properly; Reports potentially unsafe conditions 


 

 

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 


 

ADDITIONAL INFORMATION:

FMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors, while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability