Electronics Assembly Jobs

Technical Support Specialist

Date Posted:

October 26, 2015

Job Category:

Technical Support

Location:

North Billerica, Massachusetts, USA

Job Description:

Description of Duties:

  • Interfaces directly with customers, representatives, field engineers on the phone and in person regarding questions of operations, maintenance and or applications of the equipment.
  • 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.
  • Generate service bulletins identifying any hardware and or software changes to the customer base and Field Service Personnel.
  • 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.
  • Provide timely and cooperative assistance in schedule and budget preparations, product information new and enhanced dissemination and Tech Support requirements.
  • Determining customer satisfaction level by evaluating manuals, training and tech support reports. Report findings with suggestions for improvements.
  • Determines approriate illustrative material such as photographs, charts, tables, diagrams and schematics to be included with text.
  • Interfaces between field service and other operating departments to affect timely resolutions to field problems.
  • Provides backup support to field service representatives via telephone and or on site support.
  • Selects appropriate equipment and parts to meet customer's requirements and corresponds with customer and field sales personnel.
  • 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.
  • Participation in the after business hour telephone support on a rotating basis.

Qualifications:

  • Strong communication skills (both written and verbal) with experience in high pressure fast paced service business.
  • Proficiency with various desktop PC software packages (Excel, Word, PowerPoint, etc.).
  • Analytical and statistical ability
  • Proficiency with Electrical, Elecronics, Pneumatics, Mechanical and Plumbing systems, computer and PLC control systems
  • AA degree or equivalent education in  a technical field.
  • Trouble shooting experience preferred
  • Travel required 25- 30% of time

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