Full-time
Posted 27 days ago
Job description
DeLaval is a leading supplier of solutions that improve the performance of farms for professional food producers. We support our customers in reducing their environmental footprint while improving food production, profitability and the well-being of the people and animals involved. We offer products, systems and services for all steps of milk production. Our solutions are used by millions of dairy farmers around the globe every day.
DeLaval was founded more than 140 years ago in Sweden, when the visionary Gustaf de Laval patented the cream separator. Today, DeLaval has 4500 employees and operates in nearly 100 markets. DeLaval, alongside Tetra Pak and Sidel, is part of the Tetra Laval Group.
BASIC FUNCTION
The VMS (Voluntary Milking System) is a robotic unit that milks cows. The VMS Technical Support Specialist, is responsible for providing installation, start-up, preventative maintenance, and technical troubleshooting support for DeLaval dealers that sell and support VMS systems.
RESPONSIBILITIES
- Assist the DeLaval dealers with installation, start-up, preventative maintenance, and troubleshooting of VMS systems and related equipment
- Log and respond to calls and tickets via the VMS helpdesk phone line and ticketing system
- Staff the 24/7/365 VMS helpdesk for urgent troubleshooting assistance during your turn in the rotation
- Support field technicians with latest up-to-date technical information
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Direct unresolved issues to the next level of support personnel
- Other duties assigned by the VMS Technical Support Manager
REQUIRED SKILLS / COMPETENCIES
- Strong communication skills
- Ability to work independently
- Knowledge of hydraulic, pneumatic, electrical, electronic and vacuum systems
- Knowledge of dairy industry is a plus
- Computer skills:
- Advanced Windows user
- Linux experience is a plus
- Ability to speak Spanish is a plus
- 50-75% Travel may be required within the USA, some international travel as needed
EXPERIENCE / BACKGROUND
- BSc/BA in Engineering, Agriculture or related discipline or 5+ years of experience as a field service technician
- Experience in the dairy industry is a plus
DeLaval is an equal opportunity employer
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Technical Support Specialist?
A: To succeed as a Technical Support Specialist, key technical skills include proficiency in operating systems, software applications, and hardware troubleshooting, as well as knowledge of networking fundamentals and database management. Essential soft skills include excellent communication and problem-solving abilities, patience and empathy when interacting with customers, and strong analytical and time management skills to resolve complex issues efficiently. By combining these technical and soft skills, Technical Support Specialists can provide high-quality support, build strong customer relationships, and advance in their careers to leadership or specialized roles within the IT industry.
Q: What is the career path for a Technical Support Specialist?
A: A Technical Support Specialist typically starts as a Help Desk Technician, providing initial support to customers or end-users, and progresses to roles such as Technical Support Specialist, where they troubleshoot and resolve complex technical issues, and then to Senior Technical Support Specialist or Technical Lead, overseeing teams and developing technical documentation. Key opportunities for skill development include learning about new technologies, software, and hardware, as well as developing strong communication and problem-solving skills, which can also be applied to roles in project management, quality assurance, or sales. Long-term career prospects may include transitioning into roles such as Technical Account Manager, Solutions Engineer, or even Product Management, where they can leverage their technical expertise to drive business growth and innovation.
