Technical Support Professional

4 weeks ago


Meridian, Idaho, United States nextScan Full time
Job Overview

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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