Technical Service Specialist
11 hours ago
The ideal candidate for this Technical Service Engineer position will possess expert-level service skills and the ability to work with a high level of integrity and minimal supervision. This role will perform complex technical tasks to support customers with basic troubleshooting capabilities, ensuring the success of Absen products post-sale.
Key Responsibilities- Provide daily technical phone and online support for Absen customers.
- Deliver access to technical manuals, collateral, software, and work instructions as needed.
- Offer technical advice regarding Absen products to promote, support, and service sales.
- Conduct onsite technical installations for clients across the United States.
- Deliver onsite technical installation consultations and provide clear instructions.
- Consult clients on technical service parts and new acquisitions.
- Manage the service RMA process for the full RMA cycle and return.
- Manage RMAs and tech support calls via assigned tracking tools.
- Complete applicable administration related to the above activities.
- Evolve the technical database repository for tech support use.
- Provide RMA and tech support health reporting as needed by management.
- Conduct routine tests and solve mechanical or electronic problems involved in product operation.
- Assist in customer satisfaction surveys.
- Compile, report, and plan service data analytics.
- Manage escalation processes when applicable.
- Support sales representatives by providing technical knowledge to clients and potential clients.
- Coordinate the return of customer material for repair.
- Assess the potential application of Absen products or services and offer solutions that meet customer needs.
- Provide technical training to customers.
- Use technical knowledge of product offerings to support and build sales and support services.
- Provide support in both pre- and post-sales.
- Assist with root cause analysis of failed components from the field.
- Field and manage support calls as assigned.
- Complete applicable administration related to the above activities.
- Travel to customer sites as needed to coordinate duties.
- Ability to break down complex problems into manageable parts.
- Thorough understanding of parts' roots and relationship to other parts.
- Ability to interpret a variety of instructions in written, verbal, diagram, or schedule form.
- Ability to work with a high level of integrity with minimal supervision.
- Excellent communication skills with the ability to interact with customers in a professional manner.
- Demonstrated ability to use sound independent judgment.
- Advanced computer and networking skills.
- Must be willing and able to travel 65% of the time.
- Problem-solving skills related to electronics.
- Ability to operate digital and analog oscilloscopes, logic analyzers, pulse generators, meters, and other electronic instruments.
- Ability to work from schematics or rough sketches.
- Preferred AS Degree in Computer Science, Engineering, or other technical related area plus 1-year minimum experience or equivalent technical training and LED/AV service experience.
- Technical Help desk, Network Operation Center (NOC), experience.
- Ability and experience working with phone systems, Excel, Word, Access, PowerPoint, and ERP/CRM systems.
- AV industry or CTS certifications a plus.
- Must be able to lift up to 25 lbs consecutively.
- On-site
- Orlando Office & Warehouse
- 65% Travel
- Must travel to fulfill job duties and responsibilities as needed.
- Valid driver's license required.
- Excellent written and verbal communication skills.
- Proficiency or fluency in Chinese-Mandarin preferred.
Our total compensation range for this position is $20 to $25 per hour depending on qualifications, experience.
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