What are the responsibilities and job description for the Computer/Software Support Technician position at Salvagnini America, Inc.?
Job Title Computer Software Support Technician
Department Customer Care/Service Department
Reports To Customer Care/Technical Manager
FLSA Exempt
Location Hamilton, OH (Campus)
Summary
Salvagnini America is a company with a great ambition and true possibilities to grow. The Computer Software Support Technician provides a strategic job at Salvagnini America. The position is responsible for performing on-site upgrade, installation, and repair of machine control and office workstation computers. The primary focus will be but not limited to the installation and start-up of new or repaired systems at the customer site.
Essential Duties and Responsibilities
Perform on-site upgrade, installation, and repair of machine control and office workstation computers. The primary focus will be but not limited to the installation and start-up of new or repaired systems at the customer site.
Understand and read the software cycles of the machine computer to troubleshoot issues with cycles and recommend the proper solutions.
Knowledge with the Salvagnini applications running in both office/machine on both Italian and Austrian equipment to troubleshoot issues with both.
Basic electrical skills for understanding scheme for modification and troubleshoot possible issues.
Basic computer hardware knowledge to apply repairs on existing computers.
General network software and hardware knowledge.
This may also include making adjustments to the set-up of the machine to compensate for different machine cycles and to perform backups of other existing equipment installed at the customer site.
Provide machine training at customer locations to cover the new or updated systems.
Travel up to 60%, during non-travel time office duties would include but not limited to preparation or repair of customer systems, phone support, and other clerical or organizational duties.
Interact with customers and company personnel in a professional manner.
Assist other field and in-house staff as necessary or directed with position related needs.
Communicate to Europe for issues that require escalation of support from our manufacturing facilities.
Office hours could range from but not limited to 7am – 6pm. – 10 hours per day.
Occasional weekend hours will be required for both the office and at the customer site.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The position of Field Service Computer Repair requires individuals which are very focused on:
• Punctuality
o Respect of the timing is essential
o Complete assigned tasks within deadlines
• Personal Care
o A Computer Software Support Technician is the image of the company. Tidy aspects and proper working attire.
• Communication Skills
o Salvagnini is recognized as High Tech company. The right attitude in communicating with the customer is of essence. The specialist will answer the questions pertaining the technology, and in case of unknown answers, he will take note and ask for technical support. When he doesn't know for sure, the right answer is "I will take note and will report to the proper department which will contact you"
o Assertive listening and proper answering to customers and colleagues is required
o A positive attitude, communicating a relaxed and solid environment and improving the morale of all stakeholders is required.
• Emotional level/ Stress Management
o Salvagnini technologies are innovative, yet the demo can go very well (normally) or being difficult. In any case the Specialist should always maintain the right level of confidence and always keep his emotional level balanced.
• Creativity
Education and/or Experience
• Familiar with Salvagnini programming software and Salvagnini machines (at least Laser or S4)
• A 2-year degree in mechanical or electrical technology/or equivalent work experience in the field. Military experience or practical work experience in a similar field will be considered.
• An excellent listener and can also be assertive, persistent, and persuasive.
• Strong interpersonal and written/verbal communication skills.
• Ability to thrive in a high-energy and fast-paced work environment.
• Adaptable and can think on your feet; when faced with new challenges or tough conversations, you face them head-on.
• Strong organizational skills and follow through.
• Fluent in PC use as a development and communications tool. MS Office/Excel/Word skills required.
• Ability and willingness to troubleshoot and repair automated machinery with a preference to sheet metal fabrication equipment
• Phone supported Customer Service with patience and organizational skills
• Functional use of Microsoft Office applications with basic computer skills to the level of OS installation and setup
Additional preferred applicant skills (non-required)
• Knowledge of UNIX operating system
Travel
Frequent US and occasional international travel will be required, up to 60%, including weekends. You must possess or be able to obtain a valid passport. The individual must possess a valid driver's license, pass a motor vehicle record check, and have the unrestricted ability to obtain rental vehicles.
Mathematical Skills
Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Electrical
Competency with Digital Multi-meters. The ability to read and understand electrical schematics is a plus.
Mechanical
Sound mechanical aptitude is a must. The ability to use common hand tools and read mechanical drawings is required.
Reasoning Ability
Ability to apply common sense understanding to carry out detailed and involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
The ability to recognize and evaluate technical issues and limitations is required. The ability to define and manage expectations is critical. The ability to make sound decisions and actions is required.
Physical Requirements
Candidate must have the ability to lift 75 lbs. without restrictions. Walking distances, transporting tools through the Customer's location is required. Climbing steps and ladders, working in areas offering tight access is frequently required.
Direct Reports
This job has no supervisory responsibilities.
