What are the responsibilities and job description for the Technical Customer Support Specialist position at Connections Personnel?

Job Description

Connections Personnel is hiring for a Technical Success Representative / Customer Service direct hire for our client located in Flemington, NJ. Looking for a candidate that has several years of customer service and technical / mechanical skills to help customers get maximum value out of their products and services by building mutually beneficial relationships that extend beyond the initial purchase. Company focus is on providing long-term support rather than short term fixes and delivering above-and-beyond customer service by anticipating problems and reaching out with solutions before problems occur.

The Technical Success Representative will provide front-line support for the end-user and assist with technical, software, and hardware problems. The individual will develop a strong understanding of the companies Acute Care packaging systems to complete in-house and onsite repairs, as well as remote and onsite installations. He / she will maintain a customer-centric work environment to ensure customer satisfaction and will actively participate in ongoing training to enrich his / her knowledge and understanding of the companies packaging solutions and software.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include but are not limited to the following :

Actively participate in the comprehensive and on-going training program and designated meetings to develop and maintain a deep understanding of companies packaging machinery and software and be able to interpret and explain warranties and service policies to customers.
Provide frontline technical support for inbound incidents and service requests by phone or email on companies packaging machinery and software.
Service all companies Acute Care equipment at the customer site (annual maintenance, scheduled service, and emergency service) and for all equipment shipped to company for in-house service. This includes preparing

service quotes, managing loaners, making travel arrangements, and completing expense reports accurately and according to company procedures and policies.

Perform on-site and remote installations and training for companies Acute care products.

Use GoToAssist and screen sharing, when appropriate, with customers to diagnose and resolve technical problems.

Maintain end to end responsibility for customers’ support needs by providing timely, respectful, and courteous service.

Troubleshoot issues and crowd source answers from colleagues or Customer Relationship Management (CRM) system while following the standard operating procedures.

Accurately record all troubleshooting activities, customer communications, tasks, and customer promises and expectations in the CRM.

Identify new trends / patterns amongst customers and products, share with the department to collectively develop procedures and find solutions.

A true team player must possess the ability to work in a high state of interdependence following the “Golden Rule.”

Other duties as assigned.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

Minimum 2 years’ customer service experience required.

Must know how to use hand tools; possess basic mechanical and electrical skills.

Must be willing to travel by air or personal vehicle to customer facilities as needed for service.

Must have a valid driver’s license and acceptable driving record.

Customer focused attitude, which means you have strong interpersonal skills that include patience and empathy with the ability to remain calm in occasionally tense situations.

Strong phone and verbal communication skills along with active listening.

Able to clearly identify a problem, propose a solution, and where necessary, coordinate across departments and follow through on resolution efforts.

Able to work with people of diverse backgrounds and skill sets, and effectively align communication to your audience.

Able to set priorities and manage time effectively.

Desire and willingness to learn companies packaging solutions.

Must be willing to meet common credentialing hospital requirements for vendor representatives, including demonstrating proof of specific immunizations.

Maintain a clean and professional appearance that represents company and its core values as this is a client-facing role.

Education and Experience

High School Diploma or equivalent required; Associate degree or Degree / Certificate from Technical / Trade School desirable, or commensurate work experience.

Proficiency in Microsoft programs (Excel, Word, Outlook) and basic PC applications.

Familiarity with remote support and CRM systems and practices a plus.

TRAVEL

Up to 50% domestic travel required. Flexible working hours are required, including nights and weekends. Office based when not traveling.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. The employee must frequently lift and / or move items up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This position will start on the assembly and production floor during the training period and will require the use of hand-held tools and machine assembly / service equipment. Subsequently, this job will operate in a professional office environment and will routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Additionally, this position will perform work at the customer site.

Position Type and Expected Hours of Work

This is a full-time, non-exempt position.

Typical days and hours of work are Monday through Friday, 9 : 00am to 5 : 00pm.

Up to 50% domestic travel required after the initial training program. Flexible working hours are required, including nights and possibly weekends. Office-based when not traveling.

WHAT WE OFFER

Competitive compensation package that includes bonus potential

Medical, dental and vision benefits

Life and long-term disability benefits

Accident and critical illness benefits

401(k) Retirement Plan with company match

Employee Assistance Program

Education Assistance

Paid Time Off

Paid Company Holidays

Schedule : 9am-5pm Monday thru Friday.

Salary : $26-$28 / hr depending on experience.

For immediate consideration please apply online at : https : / / connections.securedportals.com / apply /

Company Description

We have been successfully connecting people and jobs since 1991.

Company Description

We have been successfully connecting people and jobs since 1991.

Salary : $26 - $28

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