We are hiring for a Technical Service Support Engineer in the Richmond, VA area. This is a hybrid role but you will be expected to report to the office as needed.
The Technical Service Support Engineer will be responsible for providing technical service and support to customers who are experiencing breakdown or other technical issues in the Americas and globally.
In addition, this role will be responsible for creating quotes for service, addressing technical service tickets, researching parts and equipment information for Customer Care Reps and supporting technical service report writing and follow-up with Customer Care Reps to ensure that relevant parts are ordered.
The ideal candidate will have a strong customer centric approach and electro-mechanical service background.
This is a direct hire opportunity with excellent benefits and potential OT available.
Base hourly pay range is $35-$41+/HR, ($72,800-$85K) + OT eligible.
Job Description:
Provide exceptional customer service including but not limited to proactive & responsive phone calls, troubleshooting and researching requests, and consistent and timely follow up with customers and internal teammates.
Utilizing case management, update cases, reassign cases and keep cases up to date.
Utilize online tools, reports, manuals, etc. to answer customer support questions and customer care rep questions.
Provide remote service: act as the first line to answer all technical support calls within and outside of working hours. Provide end-user support via remote technologies, remote support app and telephone support and manage ticketing queue, ensuring all tickets are progressed and updated at regular intervals.
Maintain and report on 1st line support tickets for team KPIs
Support the Service Manager as a backup for daily administrative duties, including but not limited to; scheduling and dispatching field technicians, quoting service visits and inspections, and sending parts or tools for onsite jobs
Support Preventative Maintenance Service packages by providing agreed online or phone support
Finalize and process service visit reports and work with CCRs to ensure recommendations have been executed
Problem-solve internally to ensure that both internal and external customer needs are met in a timely and complete manner in regard to open cases be they quality, warranty or other.
Support field technician and 1st line support training program development and implementation.
Produce documentation and knowledge-based articles to enhance customer self-service and make response time faster for your teammates.
Support implementation of Knowledge Base for the business.
Travel to customer sites for training and support purposes as needed.
Working with Tech Doc teammates to develop training packages to sell to customers.
Support a culture of safety and maintain zero accident environment and ensure safe and suitable work environment for self, teammates, and customers.
Required:
Electromechanical technical expertise and troubleshooting skills required.
PLC ladder logic and structured text required. PLC and Hardware troubleshooting.
Min of 3 years demonstrated ability in Customer Technical support solving mechanical, electrical and/or programming issues.
Strong Customer Service skills
Superior skills with Microsoft Office suite of software - excel, word, outlook
Solid Communication skills (written and verbal)
Enthusiastic with a flexible can do attitude
Able to use their initiative to prioritize calls, do research, problem-solve and be capable of working under pressure
Motivated, focused, friendly, patient, organized and proactive individuals who can work in a team
Basic computer operations including internet and email protocols, connectivity and understanding of internet networking
Detail orientated.
Preferred:- Mechanical, Electrical, Mechatronics degree or similar experience/education.
- Experience in Customer Relationship Management systems a plus