Technical Support Specialist 2

3 weeks ago

Los Angeles, United States Astronova Full time
Candidate must be located in Southern California
If you have experience working as a field service technician in the industrial printing or packaging industry, and take pride in providing exceptional support and experiences to your customers, then this is the job for you.

Position Summary/Objective

Technical Support Specialists are responsible for creating an exceptional experience for our customers by providing prompt and professional technical assistance and solutions. Technical Support Specialists with deliver front line remote (Help Desk Call Center) and onsite field services that include equipment installation, customer training, maintenance and repair. Daily and overnight travel will be required and can include crossing country borders within North America.

Duties and Responsibilities Tier 1
• Answer customer phone calls and respond to customer emails within defined Service Level Agreements (SLA’s)
  • Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits
  • Provide remote and onsite customer installations and training
  • Create and maintain support Cases in ERP as per defined Standard Operating Procedures (SOP’s)
• Coordinate shipment of replacement/repair or loaner units
  • Manage assigned service parts inventory and perform required transactions in ERP as per SOP’s
• Follow up with on all open Customer Cases and issues to ensure timely and satisfactory resolution
  • Escalate critical customer technical Cases that need next level of Tier involvement as per SOP’s
• Complete assigned customer related projects
• Continue self-driven internal education regarding the company’s product line
  • Achieve both personal and team goals to meet performance metric targets
Duties and Responsibilities Tier 2
  • Includes all Tier 1 Duties and Responsibilities and demonstrating proficiency in these areas.
  • Serve as Escalation point for Tier 1 critical Cases as per SOP
  • Align and lead Channel Support activities as defined and required in applicable geography
  • Serve as mentor and for Tier 1 employees to strengthen technical competencies across the product line and develop them for further advancement opportunities
  • Performs Escalated Repair Center activities, as applicable by geography
  • Manage Tier Escalated Cases and enter JIRA Issues as per SOP’s
  • Respond to low Customer Satisfaction scores and negative feedback with customer outreach and countermeasures as per SOP
Functional Requirements and Behaviors
  • Knowledgeable and competent in repair of electrical, electronic and mechanical systems with ability to independently troubleshoot and repair technical problems while positively managing the customer relationship
  • Technical knowledge of ERP, CRM and Call Center software and operations
  • Collaborative working spirit with other departments as required to deliver prompt and professional customer service
  • Support the Sales staff as required to provide technical expertise for new and existing projects and at trade shows and exhibitions
  • Use your influence to generate new Sales Leads across the entire company’s product portfolio, including equipment, services and consumables
  • Identify opportunities for product and process improvement and be engaged in the AstroNova Continuous Improvement culture to produce positive changes
  • A positive, cooperative and flexible attitude
  • Ability to communicate clearly, concisely and in a timely fashion
Required Education and Experience
• Associate’s Degree in Electronic Engineering Technology or equivalent 2-year degree and/or experience
  • Five years’ experience providing front line customer facing industrial equipment support and maintenance in a fast-paced technical support role, including both Call Center and Field Service
  • Background and knowledge of the commercial and industrial printing industry
  • Experience within Call Center operations and software
  • Experience working in Case Management ERP or CRM system
  • Working knowledge of Windows operating systems, machine control software, networks and graphics programs used in the commercial printing industry
  • Demonstrate proven ability to provide exceptional customer service and experiences


Physical Requirements
• Ability to sit, stand, walk, reach, bend, stoop for continuous periods of time
• Ability to lift 50 pounds

Special Working Conditions / Travel Requirements

This position can require heavy travel typically occurring Monday through Friday with occasional weekend and holiday work. Field-based Technical Support Specialists (not residing at Headquarters) are responsible for traveling to customer sites and at times to Headquarters in Rhode Island. Technical Support Specialists based out of Headquarters are also expected to travel to customer sites at times.

Valid passport and driver’s license with clean driving record required.

In addition to a competitive hourly payrate, this position comes with a car allowance and incentive compensation plan. Position is eligible for overtime, inclusive of business travel time.

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.

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