Technical Support Professional
4 weeks ago
The Technical Support Specialist Role
This position is responsible for providing technical support for nextScan and ST Imaging equipment in the field.
Main Responsibilities:
- First Point of Contact: Provide technical assistance to Value Added Resellers (VARs) and customers via various communication channels.
- Troubleshooting: Diagnose and determine the cause of problems, suggest corrections, and issue Return Material Authorizations (RMAs) as needed.
- Problem-Solving: Collaborate with Partners, Resellers, Customer Service Representatives, and Sales Reps to determine solutions to problems and basis for corrections.
- Product Improvement: Make recommendations concerning changes to company products, improvements, or installations based on findings.
- Technical Writing: Assist with creating product manuals, instructions, technical bulletins, reports, helpdesk documents, training aids, and web-based Frequently Asked Questions.
- Installation Support: Assist with product installation for trade shows and other purposes.
- Failure Investigation: Investigate failure of returned components/systems and process associated paperwork/hardware.
- Software Evaluation: Evaluate new releases of nextScan and St Imaging software for bugs and quality of life changes.
- On-Call Support: Occasionally provide support to customers outside of normal business hours due to international time zone differences.
Required Skills and Qualifications:
- Education: High School diploma plus 1-2 years technical training (electrical or mechanical), Associate or bachelor's degree in computer science preferred, Microsoft networking certifications preferred.
- Experience: 2 years' experience Network/LAN Knowledge and Troubleshooting, 2 years' experience PC Troubleshooting, NetSuite knowledge a plus.
- Presentation and Training Skills: Experience in providing remote customer support on electrical, mechanical equipment preferred.
Working Conditions:
- Physical Requirements: Requires standing and walking up to 1/3 of the time, sitting, talking, and hearing up to 2/3 of the time, close and color vision, out-of-town travel up to 2/3 of the time.
- Work Environment: Work is performed in a controlled office and manufacturing environment, may be required to visit customers and observe customer operations in uncontrolled environments.
Compensation: Estimated salary $60,000 - $80,000 per year, depending on location and experience.
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