National Technical Support Specialist

3 days ago


Knoxville, Tennessee, United States Bowe Systec North-America Inc Full time
Job Summary

The National Technical Support Engineer role at Bowe Systec North-America Inc is a challenging opportunity for an experienced professional to provide technical support and training on a national basis. This position requires strong analytical, problem-solving, and troubleshooting skills, as well as excellent communication and interpersonal skills.

Key Responsibilities:

  • Provide on-site technical assistance to customers and troubleshoot equipment issues in a timely manner.
  • Support customers and Böwe service personnel on all Böwe products, guide and train customer service engineers, and provide training on Böwe products as needed.
  • Perform second-tier troubleshooting on hardware and software problems within specified product lines, providing technical assistance via phone or at customer sites.
  • Create and maintain Product Performance Reports, develop recommendations for short-term and long-term problem resolutions, and maintain a Field Problem log listing for supervisors and customers.
  • Provide expert-level technical support during new product installations, field conversions, or modifications by installing, performing system evaluations, and machine validation.
  • Assess job skills, identify training requirements, develop and present training classes in the field when needed, and enhance technical knowledge for service personnel.
  • Maintain relationships with customers and local teams, respond to complaints/inquiries in a cooperative, supportive, and professional manner, negotiate problem resolution, and resolve problems in a timely and efficient manner.

Requirements:

  • Associate degree or equivalent experience in a technical field with 5+ years of advanced mechanical/electronic/software training in mail processing equipment experience required.
  • Associate degree or equivalent in digital electronics, networking, or a related field. Must be an expert in use and maintenance of all Böwe product lines.
  • Excellent analytical, problem-solving, and troubleshooting skills, ability to read and interpret technical drawing and documentation, good project management skills.
  • Strong interpersonal/customer relations' skills, clear verbal and written communications.
  • Proficiency on PC multiple operating systems. Excellent computer skills: Windows, Windows Server, Word and Excel, Project, DB2, HTML, Domain.

Compensation:

The estimated salary for this role is $85,000 - $110,000 per annum, based on the level of experience and qualifications required. The company offers a competitive benefits package, including health insurance, retirement plan, and paid time off.



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