Technical Support Technician

3 weeks ago

Cincinnati, United States STEM Talent Solutions Full time
Job DescriptionJob Description

Specific Job Functions

  • Provide prompt and effective technical support for customers and field service technicians, with a particular focus on electronic programming, electrical, and mechanical equipment.
  • Use all methods of communication (phone, text, e-mail, video conferencing) to resolve technical issues quickly and effectively, and answer a wide range of questions.
  • Work with customers in a patient and courteous manner to help them work through functionality and programming issues with their products.
  • Provide responsive telephonic/text support to field service technicians to troubleshoot issues that may arise at the project site during an installation.
  • Use technical manuals, electrical risers, CAD drawings, and other resources to troubleshoot mechanical/system problems.
  • Carefully document technical support activity to identify recurring issues. Enter all notes from technical service into database system to accurately record customer history and provide data for management reports.
  • Investigate problems to determine root causes and potential product defects, and provide constructive feedback to operations to ensure product quality.
  • Alert manufacturing to recurring product problems and potential warranty issues.
  • Assist in creation of technical support bulletins and product update notices to field service technicians.
  • Support creation of training manuals, troubleshooting guides, and other user aid materials.


Desired Qualifications

  • Technical support experience on electronic and mechanical products with a track record of successful troubleshooting and problem solving.
  • Customer service experience dealing with electrical/mechanical equipment.
  • Effective communication skills and dedication to solving problems and serving customers.
  • Strong computer skills with proficiency in MS Office programs; experience with service/support database programs or equivalent ERP/CRM systems is a plus.
  • Ability to work independently and without direct supervision; self-starter who can think creatively to solve problems.
  • Comfortable working in high-demand environment and dealing with periodic surges of customer support calls.
  • Able to deal with the occasional upset customer in a courteous, respectful, and efficient manner.
  • Experience as a sound technician or electrician is welcome.
Company DescriptionWe are a firm focused in the STEM Talent Arena; Science, Technology, Engineering and Math.

We build and have long term relationships with our clients and represent our clients transparently. We pride ourselves in understanding a candidate's skill set, and the culture and work environment that is a best fit for both the candidate and the client.Company DescriptionWe are a firm focused in the STEM Talent Arena; Science, Technology, Engineering and Math.\r
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We build and have long term relationships with our clients and represent our clients transparently. We pride ourselves in understanding a candidate's skill set, and the culture and work environment that is a best fit for both the candidate and the client.

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