Overview
Provide technical support for Snap-on products to internal and external customers including troubleshooting, documentation and training for assigned product line (Neqix and Snap-on Business Solutions / Rochester Hills, MI).
Responsibilities
Provide support for internal and external customers including proper equipment operation and use and diagnosis and troubleshooting problems for field technicians.
Analyze product performance to identify problems and make recommendations to improve and enhance products.
Support new product implementation by working closely with Engineering as products are developed and updated to make recommendations and resolve problems encountered in the field.
Document incoming calls. Develop and maintain information databases as required.
Work with the Training & Documentation group to write technical documentation on products for field technicians’ use including service bulletins, installation instructions and service manuals.
Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.
Coordinate service activities on assigned products throughout the PDC.
Follow company policies and procedures.
Other miscellaneous duties as assigned.
Qualifications
Associates degree in related field and 1-3 years’ experience or equivalent work experience.
A+ Certification preferred.
1-2 years’ field service or technical support experience.
Excellent communication skills – both verbal and written including technical writing skills.
Presentation skills with prior training experience.
Computer skills: Proficiency with Windows OS, Microsoft Word, Access, and Excel.
Ability to troubleshoot a variety of PC problems.
Ability to read schematics and pneumatic diagrams.
Good organizational skills.
Ability to work cross-functional.