Job Description

Solve. Support. Succeed as a 2nd Level Support Specialist!

We are seeking an experienced Product Support Specialist to join our on-site training department. As a 2nd Level Support Specialist , your role is crucial to our success, as you will be providing remote product support to customers and technicians. Working within a team of experienced support specialists and dispatchers, you will be able to assist customers and technicians with basic equipment troubleshooting and parts questions.

Your tasks

• Installations, troubleshooting, on products or systems remotely
• 1st level remote support in case of a technical issue
• If a remote solution is not possible → technical pre-clarification in preparation of onsite visit
• Qualification of service calls
• Case distribution and observation with 2nd level support/Global Support
• Ensure to give support only to eligible persons
• Documentation of service calls in CRM
• 2nd Level Support for field service technicians on-site and the remote technician with technical questions
• Carrying out fault analysis and troubleshooting via remote access
• If necessary, pre-qualification of the fault and forwarding
• Service-side support for key account customers
• Collaboration in customer projects
• Analyzing error messages, developing, and documenting solutions
• Preparation of technical documentation for service technicians and occasional training
• Conducting training courses, product/troubleshooting training for customers and staff

Your profile

• Associate degree or equivalent completion of military/technical school related to the applied field.
• 1-2 years related experience/training or equivalent combination of education and experience.
• Good analytical skills. Capability of reading wiring diagrams, schematics, and spare part breakdowns.
• Ability to troubleshoot on a “next level” with customers and technicians.
• Knowledge of Windows programs, i.e., Word, Excel, and PowerPoint.
• Experience in SAP or ability to learn applications within SAP.
• Proficiency with the use of hand and power tools.
• Able to lift 50lbs.
• Ability to improve existing production processes by implementing automation.
• Valid driver's license and good driving record needed.
• Can listen to customer concerns and take time to explain all job-related topics efficiently and effectively.
• Proven initiative and a professional "can-do", pleasant attitude.
• Customer-focused and self-motivated.
• Detail-oriented.
• Strong organizational and time management skills.
• Able to pass a criminal background check and pre-employment drug screen

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