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Sr. Technical Support Specialist

1 month ago


Fredericksburg, United States Universal Dynamics Inc Full time
Job DescriptionJob Description

Roles/ Responsibilities:

Essential Functions:

  • Provide excellent customer service presence over the phone and occasionally in person.
  • Disseminate technical information and documentation related to equipment, systems and controls to assist in resolution of issues and answer questions pertaining to the process.
  • Interprets electrical controls schematics as well as systems installation and flow diagrams to advise on proper operation and troubleshoot issues as they arise.
  • Above average proficiency using SAP (company database) and associated programs within to conduct daily business of locating sales and engineering orders and equipment bills of material, as well as entering service orders and notifications for departmental history. Other programs needed to be used are

Microsoft Office Suite for communications to customers, vendors and company personnel, as well as CRM creation of Service Repair Orders and analysis for documenting and disseminating information having to do with Field Service personnel activities, scheduling and invoicing.

  • Determines warranty occasions and generates parts orders for warranty and sales and delivers to shipping.
  • Occasional travel to customer facilities to witness and understand equipment application/s and operations, effect minor repairs, and deliver parts and/or components as needed.
  • Assists Electronics Production Dept in testing and programming Una-Dyn PC Boards.
  • Provides IT support to customers, sales and FST’s for the FACS product line.
  • Provides IT support for datalogging as related to dryers, loaders and crystallizer controls.
  • Assists Manufacturing Production when scheduling requests assistance, after normal hours and on weekends.

  • Programs Piovan PC Boards for equipment that have multiple uses for same board design.
  • Assists Electrical Engineering with understanding of equipment operation to continually develop PLC, PC and PCB programs.
  • Occasionally implements and provides training to new hires, associate TST’s, sales, customers and intercompany personnel.
  • Answers the “after-hours” line when customers call in with troubleshooting needs.

  • Maintain collections of technical service manuals and documentation.
  • Maintain department instrument listing and calibrations for inside and field service.
  • Assist the Engineering Dept with occasional lab testing of equipment and compounds sent in by customer base.