Technical Support Specialist

21 hours ago

Kittery Point, Maine, United States The Baker Company Full time
Technical Support Representative

In this role, you will provide exceptional service to our customers by answering their technical questions about our products and helping to troubleshoot potential mechanical and electrical issues over the phone. You will also assist in coordinating the repair and maintenance of our products under warranty. This position comes with a comprehensive benefits package and a thorough training program.

Key Responsibilities:
  • Work with Service Management, Quality Department, and other stakeholders to report cases by month, year, and type for trend analysis.
  • Collaborate with Service Management to continuously improve the Technical Services Group and the Baker Company through various initiatives.
  • Answer incoming phone calls in a courteous, helpful, and professional manner.
  • Log warranty calls, call data, and other pertinent information into our call management system.
  • Maintain and update the case call format system.
  • Work with product end users, field technicians, and other individuals to diagnose and/or troubleshoot Baker and BakerRuskinn products in the field.
  • Coordinate with internal company groups (Manufacturing, Quality, Engineering, etc.) to provide customers with answers.
  • Analyze and define technical inquiries from end users, field techs, and other individuals either over the phone or via email.
  • Provide Test Reports, Test Data, manuals, drawings, and other pertinent information as requested.
  • Perform trend analysis of incoming calls to anticipate possible areas for improvement.
  • Review and understand Operator/Service Manuals and provide input for possible changes.
  • Write and/or offer input for Infield Installation Instructions, as required.
  • Provide part numbers and part quotes to end users, field technicians, CSRs, and other individuals as requested.
  • Enter parts orders as required.
Requirements:
  • 1 year experience with assembly, technical troubleshooting, and/or testing.
  • Electrical/mechanical background.
  • Good listening, communication, and excellent phone skills.
  • Capable of concentration and detail-oriented for extended periods.
  • Ability to multitask.
  • Computer proficiency with working knowledge of MS Office (Word, Excel, Access).
  • Some knowledge of ERP/MRP/Case management systems.
  • Knowledge of CAD a plus.
Benefits:
  • Medical, dental, and health reimbursement accounts.
  • Flexible spending accounts.
  • Life and disability insurances.
  • 401(k) and company profit-sharing plan.
  • Gym membership reimbursement.
  • Paid time off.

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