Date Posted: |
October 26, 2015 |
Job Category: |
Technical Support |
Location: |
North Billerica, Massachusetts, USA |
Job Description: |
Description of Duties:
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Interfaces directly with customers, representatives, field engineers on the phone and in person regarding questions of operations, maintenance and or applications of the equipment.
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Collaborates with engineers to review, compile and write a wide variety of technical material for such publications as installation manuals,maintenance manuals, operator guides, Field Advisor Notices and Field Change Orders.
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Generate service bulletins identifying any hardware and or software changes to the customer base and Field Service Personnel.
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Verify, document and report all recurring failures as reported by customers and Field Service personnel and Interface with Manufacturing and Engineering departments to eliminate recurring failures.
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Provide timely and cooperative assistance in schedule and budget preparations, product information new and enhanced dissemination and Tech Support requirements.
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Determining customer satisfaction level by evaluating manuals, training and tech support reports. Report findings with suggestions for improvements.
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Determines approriate illustrative material such as photographs, charts, tables, diagrams and schematics to be included with text.
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Interfaces between field service and other operating departments to affect timely resolutions to field problems.
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Provides backup support to field service representatives via telephone and or on site support.
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Selects appropriate equipment and parts to meet customer's requirements and corresponds with customer and field sales personnel.
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Conduct training and development of the BTU and third party service personnel, as well as customers on the operations, maintenance and system troubleshooting of BTU products.
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Participation in the after business hour telephone support on a rotating basis.
Qualifications:
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Strong communication skills (both written and verbal) with experience in high pressure fast paced service business.
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Proficiency with various desktop PC software packages (Excel, Word, PowerPoint, etc.).
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Analytical and statistical ability
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Proficiency with Electrical, Elecronics, Pneumatics, Mechanical and Plumbing systems, computer and PLC control systems
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AA degree or equivalent education in a technical field.
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Trouble shooting experience preferred
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Travel required 25- 30% of time
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