Inside Technical Support

Summary Support spare parts, sales, service and customers with equipment technical knowledge.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Technical Support Activities

• Troubleshoot situations for all applications of companies capital equipment, over the phone, via email, or out in the field. Potentially having to repair or disassemble equipment in the field.
• Support field service technicians with documents and knowledge to ensure they can perform their duties in a timely and efficient manner.
• Manage in house customer repair program with customers and inside team.
• Assist or manage high complexity problems of customer's equipment.
• Documentation of work in Salesforce.
• Support spare parts, customers, service and sales with part identification.
  
  

Customer Service Activities

• Provide and prepare verbal and written quotations for service.
• As needed, quote parts through SAP that are required to address any issue or needed for a service.
• Provide technical documents needed by customer for all aftermarket requests.
• Be responsive, enthusiastic and compassionate when dealing with all customers, team members, and sales personnel.
  
  

Other Activities

• Involvement in Customer Service and Service Department initiatives.
• Assist with continual process improvement.
• Other duties may be assigned to meet business needs.
  
  

Travel: Domestic travel for training or on-site troubleshooting (< 25%), possibly internationally to other company locations for training.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Qualifications: To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, language, mathematical and computer skills, and/or reasoning ability required. Reasonable accommodations in any of the qualifications listed below may be made to enable individuals with disabilities to perform the essential functions.

• Qualities: Ability to organize and manage multiple priorities and strong customer orientation. Requires excellent interpersonal and communication skills.
• Education and/or Experience: Mechanical experience or Associate's degree / equivalent from two-year college or technical school; or equivalent combination of training and/or experience.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations and situations where only limited standardization exists.
• Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Excel Spreadsheet software, Microsoft products, Salesforce or similar, and SAP or similar ERP system.
• Physical Demands: While performing the duties of this job, the employee is frequently
  
  

required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

• Other Abilities: Ability to organize and prioritize work in a fast paced, multi-tasking environment. Ability to meet deadlines, follow through on commitments, and take corrective action where appropriate. Must be a team player who works productively with a wide range of people and departments. Ability to work independently with some direction.
  
  

Equal Opportunity Employer (EEO)

PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

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