What are the responsibilities and job description for the Technical Support Specialist position at Accutrol LLC?
Job Description
Job Description
Essential Duties and Responsibilities :
- Technical Support : This will involve extensive phone interaction with customers to diagnose field problems and provide instructions to correct them. Availability and rapid response will be required. Good listening and oral communication skills must be used to efficiently extract relevant information from the caller, which will lead to proper diagnoses and accurate instructions to address the situation.
- Manage RMA Process : Orchestrate the entire RMA process from initiation to closure. This includes providing authorization to return products, evaluation and failure analyses of returns, determination of warranty or non-warranty, pricing, and receipt of PO from the customer, and managing process through the closure of RMA record. Also, periodic reports should be provided to management documenting all RMA activity. Additional requirements will include providing trend analysis reports to management to identify warranty costs, product quality issues, training needs, and potential design problems.
- Customer Training : Under the direction of the Training Coordinator, provide product training to customers for ACCUTROL products and services.
- Manage Database : Manage database in conjunction with regional operations people by maintaining and updating information as often as necessary. This will involve entering field-generated reports and sending updates to regional operations people. Also to track updates made by the engineering department.
- Field Service and Operations Support : When required, travel to customer sites to support system or product startup activities, system troubleshooting, or other related activities.
- Manufacturing and Engineering Support : Provide support to the manufacturing and engineering departments as required by supervisor.
Education and / or Experience :
Interpersonal Skills
Excellent verbal and written and communication skills are essential for this position. Must be able to work well under pressure and maintain a professional demeanor, even when dealing with difficult customers. Must also possess good management and data collection skills with a high sense of urgency in dealing with resolving customer problems.
