Technical Specialist - Product Line

BROAD DESCRIPTION OF POSITION

Assist the Client Services department, customers and service company field representatives with technical support and direction concerning the installation and operation of mechanical, electrical or software-related product problems in the field. Determine root causes of operational problems and provide over-the-phone or on-site field service assistance by an approved service subcontractor to resolve product service issues. Assist in the improvement of the Tech Support/Maintenance department within Everbrite by utilizing existing systems.

BASIC RESPONSIBILITIES

· Field Tier 1 level support calls, chat, email, and/or other communications from users with inquiries on our LumiDigit product line regarding hardware/software programming, connectivity, operating, and similar concerns relating to our products.

· Consult with users to determine steps and procedures taken to identify and resolve problems. Conduct operational tests. Provide solutions to repair as they encounter operational problems with any of our electronic product lines.

· Manage all warranty and non-warranty service calls/projects from initial call, shipping parts, dispatching, installation/repair and invoicing - including prompt return of phone calls and emails.

· Track service call requests through Everbrite’s quality and project management systems with the appropriate information to keep all internal parties informed of the project’s status.

· Qualify, coordinate and monitor outside subcontractor network as required to ensure repair timelines are maintained and customer satisfaction is achieved.

· Negotiate service and installation costs with vendors to achieve proper gross margins, coordinate on-time part shipment and installation to meet program performance indicators.

· Coordinate and manage replacement parts programs with the individual manufacturing plants to ensure the availability of components as needed.

· Provide support to Client Services.

· Assist in the handling of Everbrite product service calls for existing product lines as well as the correction of any problems.

· Provide training to customers, installers, service company representatives, and first-line Client Services on the operation of Everbrite products and the resources available to them to assist in answering customer questions.

· Participate in product design reviews and evaluations. Assist in critiquing products for serviceability, performance and reliability. Interact with appropriate company resources and work as a team.

· Assist in the development and review of troubleshooting service guides and bulletins on existing products and training tools.

· Work within Client Services for continuous improvement of policies, work instructions for all processes and procedures, improving maintenance procedures resulting in increased customer satisfaction. Improve Everbrite processes by applying Lean Principles to all projects.

· Contribute best thinking to the organization, including sharing unique experiences, education and insight.

· Maintain knowledge of technological innovations and trends and continue to add to personal skills and education.

· Travel to manufacturing facilities annually for continuing product training on new and existing systems.

· Other duties as assigned.

Educational Requirements / Experience

• Technical Degree or equivalent education in an electronics diagnostic and repair field.
• At least one (1) year of manufacturing-related hardware or software technical support experience.
• At least one (1) year of development or manufacturing of higher-level technological products with strong knowledge of electrical issues, electronic product components and processes. Knowledge of lighting components, service and repair, maintenance processes or related construction experience is a plus.
• Able to demonstrate having strong electrical/mechanical aptitude.
• Experience in the outdoor sign industry preferred.

Desired Skills / Characteristics

• Self-motivated, goal-oriented with clear personal and career goals, and good organizational skills.
• Ability to multi-task; maintain project schedule timelines; write and maintain clear, concise reports and work order directions; think logically; interject common sense and be bold in making decisions, with proper consideration.
• Well organized and detail oriented.
• Excellent interpersonal skills in dealing with difficult situations.
• Exhibit a professional tone and pleasant manner in all verbal and written communications.
• Able to ask pertinent questions to make sound business decisions.
• Moderate to advanced proficiency with installing, using, and troubleshooting Microsoft Windows-based hardware devices and software packages.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to Commute:

• Pardeeville, WI 53954 (Required)

Work Location: In person