Technical Product Support Specialist

4 weeks ago

Ball Ground, United States MVE Biological Solutions Full time

Position Summary:


***PLEASE NOTE THIS IS NOT AN IT SUPPORT ROLE - LOOKING FOR A MECHANICALLY INCLINED, ELECTRONIC SAVVY TECHNICIAN TO ASSIST WITH CRYOGENIC PRODUCT SUPPORT***


The Technical Product Support Specialist is responsible for providing technical support for our distributors and customers. They will provide superior support and technical service to external and internal customers through analysis and problem solving based upon case information provided. Probing for additional information from the customers will be required to gain a full set of the issues relevant to the inquiries. Utilizes a database of technical product information to inform decisions and recommendations. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. As required, the Technical Product Support Specialist will assist with customer training seminars in-house and, at times, at customer locations.


Responsibilities (include but are not limited to):

  • Answer incoming calls and emails from our distributors and customers to assist in resolving issues and providing general support.
  • Troubleshoot issues/complaints and provide corrective action.
  • Utilize ERP system to document relevant call activity to ensure proper data capture, issue tracking, and customer-related activity to communicate to relevant departments.
  • Utilize ERP system to process RMAs and/or replacement goods.
  • Assist/conduct approved technical training for internal and external customers.
  • Assist with technical documentation including manual updates and training materials.
  • Assist with technical and safety bulletins.
  • Contribute to team effort by accomplishing related tasks as needed.
  • Meet performance and development goals as assigned.
  • Attend approved educational training sessions that improve knowledge and performance level.
  • Other duties and responsibilities as assigned by management.


Competencies & Personal Attributes:

  • Ability to understand engineering drawings and technical manuals.
  • Strong understanding of how system components interrelate.
  • Organizational and prioritization skills with an excellent attention to detail.
  • Compliance with established company policies and procedures.
  • Ability to maintain the required confidentiality.
  • Have the ability to multi-task.
  • Ability to deal patiently with problems and complaints.
  • The ability to work independently within specific time constraints.
  • Passion for, and alignment with, MVE’s mission
  • An individual who brings strong core values, quality, ethics, and integrity
  • A team player who embraces and champions the culture of collaboration and accountability
  • Strong work ethic and ability to deliver results and meet commitments in a dynamic environment
  • Exceptional and dynamic communication skills with the ability to inspire and influence others
  • An individual who works efficiently, effectively prioritizes and drives towards our corporate goals
  • Desires to own decisions and take responsibility for outcomes.
  • Willingness to continually embrace personal and professional development.
  • Willingness to travel as required.
  • Demonstrates a business process orientation to developing solutions


Qualifications and Education Requirements:

  • Bachelor’s degree or technical certificate in a mechanical or electrical engineering field preferred
  • 3-5 years of experience in a technical support or repair technician role in a mechanical or manufacturing environment.
  • Must be proficient with MS Windows applications: Excel, Word and Outlook.
  • Strong oral and written and interpersonal skills.



Preferred Skills:

  • Experience inputting quality system information
  • Experience using ERP such as JDE/SAP

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