Technical Support Specialist

Technical Support / Customer Support Specialist

Job Description

Responsibilities

• • Assist customers, technicians, and all fellow employees with all aspects of technical support within ENA.
  • Follow and support the project department, after sales manager, after sales supervisor, and after sales administrator to ensure startups are planned correctly, then support technicians when onsite performing the startup. Assist with making sure the reports and documentation, spares, warranty items are ordered and accounted for.
  • Programming drives, controllers onsite at ENA, in addition to providing remote support to customers.
  • Remote Support for Customers - Processing and Software.
  • Maintain patience and professionalism during technical support of the job between customers and fellow employees.
  • Ensure fellow technicians' computers, phones, and any other remote working equipment is up to standard and in the correct working condition.
  • Ensure ENA is up to date with current customer support, and technical support aspects of the job.
  • Assist after sales manager, and after sales supervisor with any requested tasks when applicable.
  • Manage and maintain SAP Tickets and customer service requests
  • Provide service and customer support during field visits or at ENA.
  • Manage all on site installation, startup, repair, maintenance, and test tasks
  • Train other technicians
  • Diagnose errors or technical problems and determine proper solutions
  • Produce timely and detailed service reports and documents
  • Keep working area clean and organized, including your own workspace but also shared workspaces and shared communal spaces.

• Follow all companies' procedures and protocols whilst onsite and in the office
• Cooperate with EREMA - ENA group and share information across the organization
• Comprehend customer requests and make appropriate recommendations/discussions
• Build positive relationships with customers
• Ensure the demonstration center is clean and organized daily, which includes trash removal, cutting up wooden crates, floor cleaning, and ensuring dumpster area is clean
• Keeping the outside area clean, and general building maintenance
• Loading and unloading trucks, receiving shipments when needed
• Cleaning parts that arrive at ENA from customers in the oven along with trial machine parts
• Inspecting and writing reports for oven cleaning and placing them in the trial report drop folder

• Loading machines, cleaning machines and trial equipment

Requirements

• Proven field service experience
• Ability to troubleshoot, test, repair and service technical equipment
• Detail oriented, showing respect at customers site for cleanliness and organization.
• Ability to take direction, and leadership from peers at EREMA, along with being able to accept information from our customers
• Ability to maintain a professional demeanor during constructive criticism from either someone at EREMA or at the customer
• Experience working with high voltage (480V) and testing live electrical circuits
• Highly motivated and willing to work alone at times with limited support and adapt to project changes
• English literacy
• Familiarity with mobile tools and applications
• Working knowledge of MS Office, including, and not limited to word, excel, outlook.
• Must be able to comply with all Company and Customer site safety regulations.
• Perform well under pressure

Working Conditions and Physical Effort

• Work involves almost constant exposure to unusual elements, such as extreme temperatures, toxic chemicals, biohazardous materials, dirt, dust, fumes, smoke, and/or loud noises.
• Considerable physical activity. Requires heavy physical work; heavy lifting, pushing, or pulling required of objects up to 50 pounds. Physical work is a primary part (more than 70%) of job.
• Work environment involves exposure to potentially dangerous materials and situations that require following extensive safety precautions and may include the use of protective equipment.

Travel Requirements

• Up to 50% or more domestic and/or international travel may be required.
• Must have a valid driver's license
• Must have a valid passport
• Ability to rent a car