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Technical Support Specialist 2
1 month ago
Position Summary/Objective
Field Technical Support Specialist is responsible for providing direct technical support assistance
onsite at customer locations, which includes break/fix repair of Astronova Product Identification
equipment. This includes, but is not limited to providing pre and post installation support, customer
training, warranty and contractual service support to end users, channel partners and third party
service providers.
This role is responsible for providing expeditious on-site support for customer break fix activity,
provide technical assistance to third party and channel authorized service providers and lead onsite
escalation support when they occur. Field Technical Support Specialists will lead escalation onsite
support activity as required.
The Field Technical Support Specialist may provide Technical Phone Support to triage product
related issues with the intent of reducing the necessity for on-site service engagements or to clarify
technical support requirements (work plan, parts required) prior to an on-site engagement.
This position is to be field active and not assigned a predefined period of time for providing remote
support. The position may incur 50-70% travel.
From an administrative perspective, case closures are expected to be processed within 24 hrs of
completion. Expense reports are expected to be completed each week to ensure timely processing.
Duties and Responsibilities
Break/fix repair - troubleshoot/repair technical problems at the customer site
Visit customer sites for installation and/or provide operator/maintenance training
Update, log and close customer technical and user support cases within service feedback
systems
Deploy Software/Hardware solutions defined by project developers in the field
Complete assigned projects
AstroNova Inc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
AstroNova Inc. is a drug-free workplace in compliance with the Drug-free Worplace Act of 1988. Our drug-free workplace policy includes pre-employment drug testing of federally controlled substances, including marijuana.
