Technical Support Specialist

Overview:
As a leader in the production of quality inspection, control, and calibration equipment, we are seeking a talented technical support professional to join our growing team. [KB1] Fowler’s Technical Support Specialist interacts remotely with customers, field service, and sales teams in resolving challenging technical issues and providing timely and effective solutions primarily through phone, desktop, and email. This role also plays an integral role in implementation and ongoing management of the Field Service Module system.

Responsibilities:

• Perform technical support by phone, email and through TeamViewer sessions with customers, field, service, and sales representatives.
• Diagnose problems in the application of measurement equipment and develop solutions for optimizations in service response, equipment uptime, performance, and reliability.
• Utilize NetSuite Field Service Module to log calls, initiate service orders and inform service manager of all serious customer complaints and escalations.
• Become a subject matter expert (SME) on measurement equipment and software and contribute to the knowledge base development and expansion of teams.
• Participate in product, service and any other training as required by management.
• Potential for travel up to 10% to customer sites to assist with installation, repairs, and trade shows.
• Other duties as assigned by management.

Skills and Qualifications

• Sound knowledge of electrical and mechanical systems.
• Metrology and measuring equipment background highly desirable but not required.
• Associate degree or technical school background with 3-5 years’ experience in a technical field.
• Able to interface effectively both internally and externally at all levels of an organization.
• Strong technical aptitude and problem-solving skills.
• Ability to read and comprehend standard engineering documentation, including but not limited to schematics, BOM’s, test procedures, wiring diagrams, and assembly drawings.
• Strong telephone manner and knowledge of CRM and NetSuite ERP systems.
• Self-motivated and the ability to work with minimal supervision.
• Candidate must reside within reasonable commuting distance to the Canton, MA office.

Supervisory Responsibility:

This position has no supervisory responsibility.

Work Environment:

Technical Support Specialist will work in a well-lit, appropriately service room setting often working near moving mechanical parts and electronics.

Physical Demands:

The essential functions of this job require the ability to stand, walk, and sit; high degree of dexterity, using precise finger movements to manipulate small objects; reach with arms and hands; stoop, kneel, crouch, or crawl; talk and hear; lift up to 50 pounds.

Travel:

Potential for travel up to 10% to customer sites to assist with installation, repairs, and trade shows.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement:

Fowler High Precision provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Fowler High Precision will provide reasonable accommodations for qualified individuals with disabilities.

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

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

Schedule:

• Monday to Friday

Work Location: In person

Salary : $60,000 - $75,000