Technical Support Specialist

4 days ago

Durham, North Carolina, United States Bell and Howell Full time
Job Description

Location: Durham, NC

Job Summary

The Technical Support Engineer provides virtual/remote technical consultation and troubleshooting to support installations, conversions, modifications, and escalations. This role involves remote monitoring and trouble-shooting for supported products and engaging field technical support as needed. The Technical Support Engineer supports on-going customer support for field service by providing senior-level hardware and software assistance, proactive, and emergency technical support of all product lines.

Key Responsibilities:

  • Minimize customer downtime by troubleshooting and resolving software, hardware, and electrical problems on all existing product lines through direct problem analysis or analysis of collected data; provide remote assistance seven days/week, twenty-four hours/day as scheduled; troubleshoot issues within the Technical Assistance Center (TAC) by phone, remote computer access; monitor the status of problem resolution always.
  • Partner with field service to provide the highest level of customer support. Investigate the type and history of issues; apply technical expertise and statistical analysis techniques to diagnose problems; refer to technical manuals and schematics; coordinate, as needed, assistance from engineering; follow-up with Service personnel to ensure problem resolution and customer satisfaction.
  • Maximize product performance by analyzing OMS (Opportunity Management System) reports, develop and present recommendations on short and long-term resolutions; summarize and highlight critical/repetitive issues to upper management; partner with Engineering and Manufacturing to develop modifications which improve product performance/reliability.
  • Specific product line support may also include serving as or providing support for field project leader(s); warranty program administration and coordination with manufacturing to ensure customer satisfaction.
  • Foster positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner; resolve problems in a timely and efficient manner; act as liaison between the customer and other Service or factory personnel.
  • 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.
  • 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.; review and edit Training Center courses which teach effective service techniques.
  • Contribute to team efforts by accomplishing related results in a cooperative and supportive manner.
  • Maintain professional and technical knowledge by attending educational workshops; review professional publications; establish personal networks, participate in professional societies.

Supervisory Responsibilities: N/A

Education and Experience:

  • 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.

Mental/Cognitive
Requires reading; math; weighing and/or measuring; conducting research; analyzing and drawing conclusions; developing and implementing plans, procedures, solutions

Physical
  • Requires standing and walking; lifting to waist up to 50 pounds
  • Requires using hands to finger and feel; stooping, kneeling, crouching, or crawling; reaching with arms and hands
  • Requires sitting, talking, and hearing
  • Requires close, distant, color, and peripheral vision; depth perception
  • 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.

NOTE: This job profile describes the duties and requirements of the position. Essential duties and requirements are highlighted with a plus (+) symbol. Requirements stated are representative of minimum levels of knowledge, skills, and/or abilities required to successfully perform the job. The employee may be asked to perform other job-related duties as required.

Bell and Howell does not require full vaccination at most sites. However, those customers that do require full vaccination against COVID-19, it is required to provide documentation prior to hire. If there is a medical or religious reason preventing you from receiving an available COVID-19 vaccination, and you are offered a position with our company, we have an accommodations process in place for those requests.

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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