We are seeking an experienced Product Support Specialist to join our on-site training department. As a 2nd Level Support specialist, your primary responsibility will be providing customers and technicians with remote product support. Working within a team of experienced support specialists and dispatchers, you will be able to assist customers and technicians with basic equipment troubleshooting and parts questions.

JOB DUTIES:

• Work with support team to provide product support and assistance to customers and field service technicians.
• Provide products trainings to staff and customers.
• Work with support team to evaluate complex customer problems, identify root causes and derive resolutions.
• Guide support team in addressing customer problems within established response time.
• Document support activities, customer issues and resolutions for reference purposes.
• Troubleshoot technical and process issues to maintain productivity
• Maximize computer system capabilities by studying technical applications and making recommendations.
• Resolve tickets representing generated technical requests on computer hardware and software systems
• Prepare reference materials for users by drafting operation instructions.
• Conduct software, network, and database performance tuning.
• Use mechanical, computer and/or electronic technology to develop solutions to problems.

BENEFITS:

• Full time employment with competitive salary
• Health insurance (medical, dental, vision) effective at 30 days.
• 401k eligibility after 60 days up to 3.5% company match
• Paid vacation and PTO
• Short/Long Term Disability
• Life Insurance
• Flex Spending and Health Savings accounts
• Employee assistance programs
• Basic and advanced training courses on all equipment you are expected to assist customers and technicians on.
• Ongoing trainings on newly released equipment to increase your knowledge base.
• Part of an experienced and professional team.
• A wide spectrum of interesting tasks and plenty of personal development potential within a successful international company.
• Support and work on the latest and most advanced technology within the industry.

JOB REQUIREMENTS:

• Associate degree or equivalent completion of military/technical school related to applied field.
• 1-2 years related experience/training or equivalent combination of education and experience.
• Good analytical skills. Capability of reading wiring diagrams, schematics, and spare part break downs.
• Ability to troubleshoot on a “next level” with customers and technicians.
• Knowledge of Windows programs, i.e., Word, Excel, and PowerPoint.
• Experience in SAP or ability to learn applications within SAP.
• Proficiency with the use of hand and power tools.
• Able to lift 50lbs.
• Ability to improve existing production processes by implementing automation.
• Valid driver's license and good driving record needed.
• Can listen to customer concerns and takes time to explain all job-related topics efficiently and effectively.
• Proven initiative and a professional "can do", pleasant attitude.
• Customer focused and self-motivated.
• Detail oriented.
• Strong organizational and time management skills.
• Able to pass a criminal background check and pre-employment drug screen