Tech Support Technician
1 day ago
We are looking for a full-time Tech Support Technician at our Lavergne, TN headquarters. As a JPW Tech Support Technician, you will be responsible for providing technical product assistance primarily by phone to internal and external customers of electrical, mechanical and functional in nature for all JPW product lines.
The Technician guides all JPW stakeholders (End-Users, Distributers, Sales Reps, ASC personnel, and the JPW group) in the form of product setup and operational troubleshooting. Working under the direct supervision of the Quality Assurance and Technical Support Supervisor, the Technician answers questions and ensures reaching a resolution timely and professionally.
Ideal to satisfy a learning mindset, this position comes with ongoing training in product upgrades, product line changes and new product development.
If you are reliable, hardworking, accustomed to providing excellent customer service in all you do, and enjoy being part of a dynamic team, we are looking for you
WHAT YOU WILL DO: Make an impact.
- Provide technical assistance on warranty and non-warranty products through troubleshooting and machine evaluation and/or tool-related situations
- Assist and respond timely to technical inquiries, complaints or questions from JPW stakeholders (end users, distributors, sales representatives, ASC personnel, JPW group) regarding the application and specifications of JPW product lines
- Coordinate field service and assign authorization numbers to field service personnel
- Enter work orders, monitor the repair progress and ensure all relevant files/status are up to date in the business systems
- Keep current with product lines and cognizant of any changes to the product line
- Maintain knowledge of internal operations of all new products and all product material
- Report to manager and relative department significant or recurring problems with equipment and/or component parts
- Correspond professionally via phone, fax, email or letter with JPW stakeholders (End-Users, Distributors, Sales Reps, ASC personnel and the JPW group) by either fax or letter as required
- Notify appropriate departments of any change in status of repair stations
- Promote the core principals of JPW industries, and promote cooperation within the team and between teams
- Represent high level of ethical, intellectual, professional, and personal values that complement the team
- Additional responsibilities and projects as may be assigned relevant to the position
- High school diploma required.
- College, technical degree or vocational training on electrical controls and mechanical operating machinery and accessories, or relevant experience (3-5 years) substituted for education required
- Familiarity and working knowledge of metalworking and woodworking machinery, preferred
- Working knowledge of various testing equipment and measuring instruments such as micrometers, calipers, dial indicators, power/manual tools, as well as a variety of material handling equipment, preferred
- Can adapt quickly to quickly assessing difficult situations and/or uncooperative customers and adjust accordingly to effectively resolve the matter while remaining calm and focused on resolutions.
- Effective communication skills interfacing with multiple peer groups and all levels of management on a formal, informal, written and verbal basis
- Positive attitude, reliable, transparent and enjoy working with different types of people.
WHAT YOU WILL GAIN: Inspiration. Learning Environment. Benefits. Sense of Belonging.
We selectively choose the best people to connect top talent to the right opportunity where their skills are put to the best possible use. Better yet, we hire motivated talent with a desire to expand their skillset and offer exposure to unique responsibilities for which they are equipped and motivated to work every day.
Our people are the best part of JPW and make us who we are. They are the brightest minds bringing ideas to everyday life in the industries we serve.
With a global reach, JPW feels local with a sense of belonging as we proudly work together to be a key part of a recognized and award-winning organization.
We value our great employees and provide access to great benefits, pay and opportunity, including:
Competitive Pay. Annual Bonus. Medical, Dental and Vision options with coverage beginning on the first day of employment. Telehealth. Flexible Spending Accounts. YMCA Discount. Retirement 401(k) Plan / Employer matching, Employee Discounts.
If you're qualified and ready to be part of a stable growing company, and a dynamic, energetic workforce, we're interested in you.
JPW INDUSTRIES AND CULTURE
JPW is a distinguished leader in metalworking and woodworking equipment and specialty shop tools with global operations. JPW's, trusted brands - Jet, Powermatic, Wilton, Edwards, Baileigh and Axiom - set the standard in quality, reliability, innovation, and service.
JPW brands have a long history of recognition and dependable products built to last. With priority on customer satisfaction, dedicated support teams deliver reliable service and support that our customers have come to trust. JPW teams are motivated to improve the lives, the safety, and the well-being of those with whom we work - clients and colleagues. This is what we stand for. It is who we are and how we serve in all that we do.
At JPW, we live our core values - Customer First, Teamwork, Integrity, Innovation, Accountability - accompanied with the right amount of tenacity to have a satisfied customer with every interaction.
With qualifications and core values that fit with the above, be part of something great. We're interested in the value you, your unique skills, and your experiences can add to the great workforce at JPW.
As an equal opportunity employer, JPW unites the talents and contributions of all people. JPW provides equal employment opportunities to all employees and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other legally recognized protected basis under federal, state or local law. Any information collected through the application process is solely to determine suitability for employment, verify identity, and/or maintain employment statistics on applicants.
Qualified candidates with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done, which will ensure an equal employment opportunity without imposing undue hardship on JPW.
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