Technical Support Specialist

3 days ago

Durham, North Carolina, United States Bell and Howell Full time
Job Title: Technical Support Engineer

Job Summary:

We are seeking a highly skilled Technical Support Engineer to join our team at Bell and Howell. As a Technical Support Engineer, you will provide remote technical consultation and troubleshooting to support installations, conversions, modifications, and escalations.

You will be responsible for minimizing customer downtime by troubleshooting and resolving software, hardware, and electrical problems on all existing product lines. This will involve direct problem analysis or analysis of collected data, providing remote assistance seven days a week, twenty-four hours a day as scheduled, and troubleshooting issues within the Technical Assistance Center (TAC) by phone, remote computer access, and monitoring the status of problem resolution.

You will also act as a liaison between service management and the customer, being the first level of issue escalation in customer-related technical issues at the request of management. You will partner with field service to provide the highest level of customer support, investigate type and history of issues, apply technical expertise and statistical analysis techniques to diagnose problems, refer to technical manuals and schematics, coordinate assistance from engineering as needed, and follow up with Service personnel to ensure problem resolution and customer satisfaction.

Additionally, you will maximize product performance by analyzing OMS (Opportunity Management System) reports, developing and presenting recommendations on short and long-term resolutions, summarizing and highlighting critical/repetitive issues to upper management, and partnering with Engineering and Manufacturing to develop modifications that improve product performance and reliability.

Specific product line support may also include serving as or providing support for field project leaders, warranty program administration, and coordination with manufacturing to ensure customer satisfaction. You will foster positive customer relations by responding to complaints/inquiries in a cooperative, supportive, and professional manner, resolving problems in a timely and efficient manner, and acting as a liaison between the customer and other Service or factory personnel.

You will also be responsible for providing a detailed technical review for RAS (Reliability Accessibility Serviceability) requirements for Product Launch, for all new products developed or purchased by Bell and Howell. You will ensure technical information is updated by assisting in the review and edit of parts catalogs, service manuals, service bulletins, and product reference material, such as PMI checklists, troubleshooting guides, product knowledge bases, etc., and reviewing and editing Training Center courses that teach effective service techniques.

Contributes to team efforts by accomplishing related results in a cooperative and supportive manner. Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.

Requirements:

4-year degree in Engineering with 3+ years related experience or Associates degree or Certification in Electrical/Mechanical Engineering with 5+ years related experience, or an equivalent combination of education and relevant experience. Software knowledge or experience a plus.

Competencies (Skills, Knowledge, and Abilities):

Excellent analytical, problem-solving, and troubleshooting skills for both electronics and software; ability to read and interpret product schematics and documentation; good project management skills. Excellent written, verbal, and presentation skills. Effectively communicates in all situations. Ability to use standard and specialized hand and power tools and diagnostic equipment. Strong interpersonal/customer relations skills; clear and concise verbal and written communications. Strong computer skills: Windows, Word, and Excel; ability to work under minimal supervision. Ability to adapt to a constantly changing work environment.

Work Environment:

Work is performed in a controlled office and manufacturing environment; noise within acceptable safety levels; work sometimes performed in cramped areas; paper dust prevalent; cleaners and solvents used to clean machines. Moderate (up to 75 days) travel may be required.

Equal Opportunity Employer:

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual's qualifications, ability, and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth, or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state, or local law.

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