Communication Skills, Cross-Functional, Customer Relations, Database Administration, Detail Oriented, Documentation, Electricity, Emerging Technology, Identify Issues, Industry Standards, Leadership, On Site Support, Organizational Skills, Performance Analysis, Presentation/Verbal Skills, Problem Solving Skills, Product Documentation, Product Support, Product/Service Launch, Project/Program Coordination, Schematics, Technical Support, Technical Writing, Training Program, Training/Teaching, Writing Skills
Overview
Disclaimer: This is not an IT role
Provide technical support for the most complex Snap-on products to internal and external customers, including troubleshooting, documentation, and training for the assigned product line. Will take the lead as new products are developed and rolled out.
Responsibilities
- Provide support for internal and external customers, including proper equipment operation and use, and diagnosis and troubleshooting problems for field technicians.
- Analyze product performance to identify problems, make recommendations to improve and enhance products , and work with internal and external sources to resolve problems.
- Support new product implementation by working closely with Engineering and field personnel as products are developed and updated to make recommendations and resolve problems.
- Document incoming calls. Develop and maintain information databases as required.
- Work with the Training & Documentation group to write technical documentation on products for field technicians' use, including service bulletins, installation instructions, and service manuals.
- Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.
- Coordinate service activities on assigned products throughout the PDC.
- Act as a resource for others as needed.
- Keep abreast of industry standards and emerging technology.
- Participate in special projects as needed.
- Follow company policies and procedures.
- Other duties as assigned.
Qualifications
- 3 - 5 years of field service or technical support experience.
- Demonstrated knowledge of a broad range of products across multiple product lines.
- Ability to read electrical schematics and pneumatic diagrams.
- Ability to troubleshoot a variety of PC problems.
- Excellent communication skills - both verbal and written, including technical writing skills.
- Presentation skills with prior training experience, preferred
- Demonstrated organizational skills, leadership ability, and project coordination.
- Demonstrated ability to work cross-functionally.
COMPETENCIES
- Safety
- Customer focus
- Communication
- Consistency
- Attention to detail
CHARACTERISTICS
- Demonstrate Integrity
- Tell the Truth
- Respect the Individual
- Promote Teamwork
- Listen
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Snap-on Inc
Snap-on Incorporated is a leading global innovator, manufacturer and marketer of tools, equipment, diagnostics, repair information and systems solutions for professional users performing critical tasks. Products and services include hand and power tools, tool storage, diagnostics software, information and management systems, shop equipment and other solutions for vehicle dealerships and repair centers, as well as for customers in industries, including aviation and aerospace, agriculture, construction, government and military, mining, natural resources, power generation and technical education. Snap-on also derives income from various financing programs to facilitate the sales of its products and support its franchise business. Products and services are sold through the company’s franchisee, company-direct, distributor and internet channels. Founded in 1920, Snap-on is a $3.7 billion, S&P 500 company headquartered in Kenosha, Wisconsin.