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Entry Level IT Support Technician

2 months ago

Sanford ME, United States The Baker Company Full time

In this role, you provide service to our customers by answering their technical questions about our products and help troubleshoot potential mechanical and electrical issues over the phone. You also help coordinate the repair and maintenance of our products under warranty. This position comes with a great benefits plan and a comprehensive training program. This is not an IT role.)

Our products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, offer unmatched user and product protection for various applications. We design and build the equipment that is used every day in cutting-edge biological and pharmaceutical research by some of the world's leading companies and research organizations.
Technical Support Representative - Duties and Responsibilities
Work with Service Management, Quality Department, and other vested parties, when required, for reporting of cases by month, year, and type for trend analysis.
Work with Service Management to continuously improve the Technical Services Group and the Baker Company through various initiatives.
Answer incoming phone calls in a courteous, helpful, and professional manner.
Able to reply to incoming calls, voicemails emails, and correspondence submitted through the Baker Company website in a timely and professional manner.
Log warranty calls, call data and other pertinent information into our call management system.
Work with product end users, field technicians and other various individuals to diagnose and/or trouble shoot Baker and BakerRuskinn products in the field.
Coordinate with other internal company groups (Manufacturing, Quality, Engineering, etc.) Analyze and define technical inquiries from end users, field techs and other various individuals either over the phone or via email.
Provide Test Reports, Test Data, manuals, drawings, and other pertinent information as requested.
Able to perform trend analysis of incoming calls to anticipate possible areas for improvement.
Write and/or offer input for Infield Installation Instructions, as required.
Provide part numbers and part quotes to end users, field technicians, CSRs and other various individuals as requested.
Enter parts orders as required.
Some travel for field work may be required. (%)
Be able to read and interpret mechanical and electrical drawings and schematics.
Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units.
Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
Technical Support Representative - Key Performance Metrics
Technical Support Representative - Physical Requirements
Must be able to lift materials and parts weighing between 30-40 lbs. Must be able to talk on the phone and work on the computer for extended periods (up to 80% of the time)
Technical Support Representative - Minimum Requirements
~1 year experience with assembly, technical troubleshooting, and/or testing
~ Electrical / mechanical background
~ Must have good listening, communications, and excellent phone skills
~ Computer proficiency with working knowledge of MS Office (Word, Excel, Access)
~ Knowledge of CAD a plus

Technical Support Representative - Benefits
~ Medical
~ Dental
~ Health Reimbursement Account
~ Flexible Spending Accounts
~ Life and Disability Insurances
~Gym Membership Reimbursement
~ 20-25 Hourly Wage