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Global Service Plan Technical Support Specialist

2 months ago

Tucson Arizona, United States Rain Bird Corporation Full time
Job Summary

We are seeking a highly skilled Global Service Plan Technical Support Specialist to join our team at Rain Bird Corporation. As a key member of our technical support team, you will provide remote technical support to our customers, distributors, and field personnel.

Key Responsibilities
  • Provide rapid remote technical support for customers, distributors, and field personnel.
  • Participate in the rollout of Rain Bird's latest central control software.
  • Provide mapping, database, and installation services for Rain Bird Central Control customers.
  • Coordinate with engineering and service departments to ensure service performance and quality specifications are met.
  • Identify replacement service parts as required.
  • Provide remote troubleshooting or repair of irrigation components, including valves, rotors, electronic controllers, flow sensors, and other products.
  • Remotely work with on-site technicians as required for installation, maintenance, or repair projects.
  • Prepare and conduct training, remotely and in a classroom environment.
  • Support the development and implementation of revenue-generating services.
  • Provide field information to engineering, product management, manufacturing, sales, and marketing.
  • Track, report, and follow-up on product and technical issues using established escalation processes.
  • Participate in the GSP 24-hour on-call phone support rotation.
Qualifications
  • Minimum Qualifications:
    • Degree in IT, Engineering, Agronomy, or equivalent and 5 years of relevant experience or equivalent combination of education and experience.
    • Help Desk/Technical support experience.
    • Experience in IT, Engineering, or Irrigation Industries.
    • Strong hardware and software troubleshooting skills.
    • Process-oriented.
    • Knowledge of electronics and Information Systems.
    • Excellent verbal and written communication skills.
    • Track record of documenting improvement projects and processes.
  • Desired Qualifications:
    • Fluency in Spanish or other foreign language(s).
    • Irrigation, golf course service, and Golf Central Control programming experience.
    • Previous experience with people management and financial controls management.