Technical Support Specialist I

GENERAL PURPOSE OF JOB:

 The Tech Support Specialist I provides installation and post-sales support to customers, both internal and external, as it relates to equipment manufactured by SCS.  Customer support will be conducted via telephone, email, on-site and any other means necessary.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

 ·       Ability to understand technical questions and provide answers/instructions.

·       Must be able to travel 25% - 50% of the time, to customer sites both domestic and international, while following corporate travel procedures and policies.

·       Must possess a valid passport.

·       Must possess a valid driver's license and have a driving record that meets company standards.

·       Perform on site installation, start-up, training, retrofit, diagnostic and repair of customer's equipment.

·       Train operators and maintenance personnel.

·       Troubleshoots and diagnoses equipment malfunctions using a volt meter and other test equipment.

·       Provides customers with on site installation, start-up and training assistance.

·       Issues and prepares return authorizations for return of goods.

·       Hosts customers during customer acceptance of equipment.

·       Maintains customer equipment files.

·       Supports Coating Center machine maintenance needs.

·       Adheres to plant and corporate safety policies.    

 ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

·       May assist in other areas or perform other duties as required by fluctuating business needs.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS AND/OR EXPERIENCE:

 One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
 

BASIC SKILLS:

 ·       Ability to read, write and follow written or verbal instructions.

·       Ability to use precision measuring and laboratory instruments, such as calipers, scales, micrometers, or similar test/inspection equipment.

·       Ability to interact closely with other departments to support customer focus and efficient operations.

·       Demonstrated analytical and technical ability within field of expertise.

·       Demonstrated capacity to work with Microsoft Office Products, Lotus Notes, and other critical computer applications.

·       Ability to write reports and any business correspondence.

·       Ability to communicate information and respond to questions from customers and internal departments.

·       Ability to calculate figures and amounts such as discounts, interest, etc.

·       Possesses exceptional customer service skills.

·       Well-developed communication, organizational and interpersonal skills.

·       High degree of manual dexterity and hand-to-eye coordination.

·       Self-motivated and able to work with independently with little or no direct supervision.

·       Ability to read blueprints/schematics (mechanical, electrical and pneumatic)

·       Electrical knowledge a must.