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Product Support Engineer

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Billerica, United States BlackTree Technical Group, Inc. Full time $75,000 - $100,000
Job DescriptionJob Description

To be successful, you will use your strong troubleshooting abilities and excellent written/verbal skills to interact with clients and team members to provide support and generate solutions.

Responsibilities:

  • Effectively assess technical situations and establish case priorities/severities
  • Assess situations and classify the urgency for each client requiring product support
  • Identify trending product issues and best practices for resolution
  • Interpret maintenance manuals, schematics, and mechanical drawings for needed information
  • Effectively manage cases through documentation, troubleshooting, and communicating
  • Deliver superior support via phone and email correspondence
  • Remain calm, composed and task focused while supporting upset customers
  • Document and articulate technical findings
  • Assist with presentations and sharing technical knowledge with field service technicians
  • Write and process warranty reports
  • Process replacement parts or return requests in the ERP system

Requirements:

  • Three years of technical experience in medical device, biotech, or industrial hardware industry
  • Ability to deliver superior customer service
  • Sound analytical and organizational skills
  • Electrical/HVAC/wiring experience
  • Must have competence in repair of mechanical, electro-mechanical, and electronic technology to sufficiently diagnose issues.
  • Ability to apply and adopt continuous improvement principles; seeks out efficiency gains
Company DescriptionBlackTree Technical Group is a full-service staffing and recruitment firm. Our team consists of an experienced group of Senior Technical Recruiters and Account Managers with over 40 years of industry experience. Our firm prides itself on our technical knowledge, innovative sourcing strategies, and most importantly, a long-standing record of proven results for both clients and job-seekers.Company DescriptionBlackTree Technical Group is a full-service staffing and recruitment firm. Our team consists of an experienced group of Senior Technical Recruiters and Account Managers with over 40 years of industry experience. Our firm prides itself on our technical knowledge, innovative sourcing strategies, and most importantly, a long-standing record of proven results for both clients and job-seekers.