Technical Support Technician

Specific Job Functions

• Provide prompt and effective technical support for customers and field service technicians, with a particular focus on electronic programming, electrical, and mechanical equipment.
• Use all methods of communication (phone, text, e-mail, video conferencing) to resolve technical issues quickly and effectively, and answer a wide range of questions.
• Work with customers in a patient and courteous manner to help them work through functionality and programming issues with their products.
• Provide responsive telephonic/text support to field service technicians to troubleshoot issues that may arise at the project site during an installation.
• Use technical manuals, electrical risers, CAD drawings, and other resources to troubleshoot mechanical/system problems.
• Carefully document technical support activity to identify recurring issues. Enter all notes from technical service into database system to accurately record customer history and provide data for management reports.
• Investigate problems to determine root causes and potential product defects, and provide constructive feedback to operations to ensure product quality.
• Alert manufacturing to recurring product problems and potential warranty issues.
• Assist in creation of technical support bulletins and product update notices to field service technicians.
• Support creation of training manuals, troubleshooting guides, and other user aid materials.

Desired Qualifications

• Technical support experience on electronic and mechanical products with a track record of successful troubleshooting and problem solving.
• Customer service experience dealing with electrical/mechanical equipment.
• Effective communication skills and dedication to solving problems and serving customers.
• Strong computer skills with proficiency in MS Office programs; experience with service/support database programs or equivalent ERP/CRM systems is a plus.
• Ability to work independently and without direct supervision; self-starter who can think creatively to solve problems.
• Comfortable working in high-demand environment and dealing with periodic surges of customer support calls.
• Able to deal with the occasional upset customer in a courteous, respectful, and efficient manner.
• Experience as a sound technician or electrician is welcome.