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Technical Service Specialist

4 months ago

sussex, United States AVIRE Full time

Why join AVIRE?

Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support--growing our business together? If you have answered yes to these questions, we should connect

The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for supporting our customers both pre and post-sale with their technical and functionality questions. You will strive to be an expert problem solver and deliver courteous and efficient troubleshooting of our products. You will be a part of a team of Technical Support Specialists and Application Support Technicians, collaborating closely with our Customer Experience team, with the collective goal to provide the best customer experience in the industry. Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position reports to the Technical Support Supervisor.

What you will do:

  • Handle in-depth application questions and provide troubleshooting assistance
  • Provide telephone and occasionally local, onsite, installation assistance
  • Document customer calls in FreshDesk and resolve tickets
  • Issue return authorization numbers for repair services
  • Promptly and courteously resolve customer online inquiries
  • Maintain the company’s professional reputation through superior customer service
  • Assist and support other personnel as needed
  • Interface with Sales, Production, and R&D teams for product development feedback
  • Assist with production items requiring technical programming, provisioning and/or activations
  • Perform other duties as assigned


We want someone who displays:

Action-Oriented Curiosity: You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.

Collaboration: You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome.

Empowerment: You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more.

Accountability: You take responsibility for your actions, and you deliver on your commitments.

Inclusion: In all aspects of your work, you treat everyone with respect.

Performance Objectives

  • Provide superior customer service and technical support.
  • Resolve technical questions and problems promptly and accurately.
  • Support company personnel with training and product quality analysis.
  • Keep management informed of area activities and significant problems.
  • Maintain accurate and up-to-date records and reports.
  • Ensure timely delivery of technical production items to shipping & production teams


Job Skills

  • Strong interpersonal and communication skills
  • Proven ability to problem-solve
  • Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people both within, and outside, of the organization
  • Strong technical skills and effective troubleshooting
  • Experience with FreshDesk is a plus but not required
  • Attention to detail and strong organizational skills
  • Fluent in English and primary language used in area of responsibility and/or location

Qualifications

  • High School Diploma or GED and/or a related field or equivalent experience
  • A minimum of 3 years experience in customer service, support, or repair. Network design experience is a plus.
  • Understanding of manufacturing processes
  • Technical knowledge of product installation and usage
  • Proficiency in computer-related applications


Who is AVIRE?


Connecting and Protecting People, AVIRE combines 4 market-leading brands (Rath, Janus, Microkey, and Memco) within the elevator and emergency communications industries; currently offering light curtains, emergency telephones / GSMs, and life safety solutions. Each brand has a strong market presence, a unique identity, a distinct product range, and a long, successful history. With HQ in Maidenhead UK and manufacturing locations in Spain, USA and the Czech Republic, and sales offices in 13 locations across the globe, AVIRE is a truly global brand, employing over 300 people.


AVIRE is part of the Halma group (www.halma.com). Halma bets on talent We are looking for bright, ambitious people to join our team and stay for the long term. With over 45 businesses under its ownership, Halma is a great place to start, advance, or accelerate your career.


Benefits

Competitive salary and bonus plan

Complete benefits package including health, dental & vision insurance, 401K, vacation, and generous parental leave

Professional development training opportunities

Hybrid schedule with flexibility

Paid time off