What are the responsibilities and job description for the Technical Support Product Specialist position at HMS Networks?
About HMS
We shape the connected world!
HMS Networks makes the World more connected, productive and sustainable. HMS industrial communication products enable millions of machines such as robots, drives and air-conditioners to get connected to software and systems – A necessity to meet the future demands for energy efficiency and sustainability.
Position Summary
The Technical Support Product Specialist is primarily responsible for providing phone and email technical support to our customers. The position provides problem determination and resolution for customer issues, develops and implements resolutions to identified problems and follows standard practices and procedures. May need to engage or escalate to more senior resources to resolve more complex issues.
Essential Job Functions
- Customer support including fault replication, software/hardware troubleshooting and configuration.
- Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
- Uses technical expertise using standard operating and diagnostic protocols to resolve complex system issues.
- Identifies, documents, and escalates customer issues as appropriate.
- Monitors and tracks all support tickets, provides call/email status updates at regular intervals and communicates status to customers.
- Provides subject matter expertise to customers in the specified product area. Uses strong written and interpersonal skills to convey technical information to customers in understandable terms.
- Has the ability to manage customer relationship, expectations, and problem resolution.
- Maintains a professional demeanor when faced with difficult situations.
- The successful candidate will have a can-do attitude combined with strong customer support skills and ability to manage diverse projects.
Minimum Requirements
- Associate degree in Electrical Engineering Technology, Computer Information Systems, Electronics/Engineering Technology, or a related technical field, OR Equivalent combination of education and hands-on experience.
- Demonstrates oral and written communication skill to effectively interface with all levels of Company management and staff, customers and outside business contacts.
- Attention to detail and accurate recordkeeping abilities are a must.
- Must have a basic understanding of Microsoft Office applications.
- Proficiency with English language both written and verbal communication.
Preferred Qualifications
- Previous experience troubleshooting electronic equipment
- Previous experience using Zendesk or a similar system for ticket tracking.
- Additional language skills in Spanish, French, Portuguese a plus.
- Knowledge of or experience with industrial automation systems including Panel Meters, PLCs, drives, HMI, I/O, instrumentation, sensors, and other devices used in industrial control systems
Travel
- As needed
HMS Networks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HMS Networks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.