Technical Support Specialist

2 weeks ago

Saint Paul, Minnesota, United States Trafera LLC Full time
Job Overview

Compensation: $22/hr + potential quarterly bonuses up to $1,000

Work Schedule: Monday to Friday, from 7:00 AM to 3:30 PM

Position Summary:
The Technical Support Specialist plays a crucial role in enhancing operational efficiency by meticulously reviewing incoming purchase orders, managing Return Merchandise Authorizations (RMAs), overseeing current inventory, and facilitating shipping and receiving processes. This role also includes testing and repairing customer Multi-layer boards (MLBs), processing teardown requests, and executing on-site hardware installations for clients, such as interactive displays and projectors. Success in this position requires a high degree of adaptability and the ability to perform a variety of tasks, including hardware diagnostics, command-line operations in ChromeOS and Windows, warranty validation, and familiarity with manufacturer part numbers.

Key Responsibilities:

  • Perform the following tasks as assigned:
    1. Conduct Purchase Order (PO) Audits
    2. Diagnose and repair customer devices upon arrival
    3. Collaborate with internal teams to provide updates on device or project status
    4. Manage RMA Customer Returns
    5. Execute teardowns for devices (laptops, desktops, Chromebooks, etc.)
    6. Fulfill production orders according to client specifications
    7. Package and ship motherboards for repair
    8. Test and verify repaired motherboards and inventory parts
    9. Image and configure customer devices
    10. Audit and prepare items for online sales
    11. Install interactive flat panels and technology solutions at client locations
  • Component-level Micro-soldering and MLB Repair:
    1. Perform various types of component-level repairs, including soldering and de-soldering of SMT components, IC packages, BGAs, and connectors, ensuring adherence to specifications.
    2. Maintain quality control by following IPC soldering standards and conducting thorough checks to ensure functionality and quality.
  • Strive to meet individual production output Key Performance Indicators (KPIs) while ensuring quality standards are upheld.
  • Work collaboratively within a team to achieve collective KPIs.
  • Identify and communicate opportunities for continuous improvement to team leadership.
  • Address problems proactively by collaborating with the department supervisor to determine root causes and implement preventive measures.
  • Perform additional duties as assigned by management.

Required Skills and Qualifications:

  • Demonstrated ability to take initiative and work independently
  • Strong interpersonal skills with the ability to collaborate effectively within a team
  • Exceptional organizational skills and attention to detail, capable of managing and reporting on extensive technical data
  • Proficient time management skills with a proven track record of meeting deadlines
  • Strong analytical and problem-solving capabilities
  • Flexibility to adapt to changing priorities and diverse work requirements

Education and Experience:

  • High school diploma or equivalent; 1+ years of technical training from a recognized program or college preferred
  • Minimum of 1 year of hands-on experience in repairing Chrome and Windows-based hardware
  • Preferred hardware certifications such as A+ and ACMT
  • Familiarity with ERP systems and inventory management software is ideal
  • Knowledge of soldering processes and techniques, or a willingness to learn
  • Experience using Terminal Commands in ChromeOS for troubleshooting and resetting software to factory settings is preferred
  • Ability to use testing components to accurately diagnose complex hardware failures
  • Broad technical knowledge of Chromebooks, Mac, and Windows-based systems, including parts, models, functionality, and operating systems

Physical and Essential Requirements:

  • Ability to sit or stand for extended periods while working on a computer
  • Willingness to perform prolonged standing work at benches, including bending and repetitive movements
  • Occasional travel to customer sites may be required based on project needs
  • Capability to lift and carry up to 65 pounds as needed

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