What are the responsibilities and job description for the TECHNICAL SUPPORT SPECIALIST, KEY ACCOUNTS position at Gravotech Inc.?
Description
The Technical Support Specialist support to retail, industrial and institutional customers, concentrating on our key accounts with regard to software and troubleshooting of Gravotech marking machines.
The right candidate will be able to prioritize multiple tasks with time sensitive deadlines. This person will need to be organized and can keep track of multiple customer issues. The candidate needs to work closely with customers and members of the sales team to address customer concerns during the startup process as well as provide high level customer support for key accounts after installation is complete. This person should have strong communicative skills and must be able to write complex service reports in technical terms. All reporting must be timely and detailed.
Requirements
- Three years related experience and/or training, or equivalent combination of education and experience.
- Mechanical and electronic repair background required.
- Experience with working in a medium volume call center.
- Customer service background required.
- Able to work nights and weekends, when required.
- Answers incoming ACD calls for GVT products.
- Assists customers with questions regarding configuration.
- Assists customers with questions regarding operation.
- Assists customers with questions regarding software.
- Assists customers with questions regarding applications.
- Determines if parts are required.
- Place part orders.
- Request dispatches of Field Technicians.
- Enter detailed information in JDE.
- Work with customers via chat software.
- Reply to each customer e-mail request .
For On-site Repairs
- Schedule time and date with the customer.
- Arrange travel either by car or air depending on distance.
- Analyze the customer equipment on-site.
- Perform adjustments if required.
- Order and replace parts if required.
- Generate an on-site report with details of what was found and what repairs were done.
- Make recommendations on the report of how to improve operation and to note any problems with the customer’s environment and/or application.
- Generate the paperwork to ensure proper billing of the customer.
