Technical Support Specialist

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