Technical Support Specialist

3 weeks ago


Hudsonville, Michigan, United States ESPEC North America Inc Full time
About the Role

ESPEC North America Inc is seeking a skilled Service Technician I to join our Custom Support Team. As a key member of our team, you will be responsible for providing top-notch customer service and support to our clients.

Salary: $45,000 - $60,000 per year, depending on experience.

We offer a comprehensive benefits package, including health insurance, 401(k) matching, and paid time off.

About the Job Description

The successful candidate will have excellent communication and problem-solving skills, with a strong ability to work independently and as part of a team. You will be responsible for assisting customers with their queries, documenting support calls, generating service quotes, and completing associated documentation.

Key Responsibilities:

  • Assist customers in locating correct replacement parts and basic chamber operation.
  • Document Customer Support phone calls in current software program; link E-mails to be shared throughout Sales, Service and Management.
  • Generate service quotes and complete all associated documentation; responsible for service sales to customers.
  • Generate quotes for calibration, PM and replacement parts.
  • Create service request orders for warranty, parts and service.
  • Provide input to the Field Service Manager so that installations, start-ups, service and warranty for standard and custom products can be scheduled.
  • Create and follow up on returned material authorizations (RMA's) for warranty parts that are required to be returned.
  • Inspect and sign off on service orders in production prior to shipment and note any installation or start-up issues.
  • Assist in preparing ship kits for custom chambers and jobs prior to shipping.
  • Interface regularly with the Test Department to stay up to date on equipment changes.
  • Create solutions and troubleshooting documents from information provided by manager or technicians.
  • On large installation projects; organize information and coordinate in-house materials to assure the Field Service Technician will have all necessary materials at the job site.
  • Other duties as assigned.
  • Regular, physical attendance is required.


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