Technical Support Specialist

4 hours ago


Durham, North Carolina, United States Bell and Howell LLC. Full time
Job Summary

We are seeking a highly skilled Technical Support Engineer to join our team at Bell and Howell LLC. The successful candidate will provide virtual/remote technical consultation and troubleshooting to support installations, conversions, modifications, and escalations.

As a Technical Support Engineer, you will be responsible for providing remote monitoring and trouble-shooting for supported products and engaging field technical support as needed. You will also support on-going customer support for field service by providing senior level hardware and software assistance, proactive and emergency technical support of all product lines.

Key Responsibilities:
  • Minimize customer downtime by troubleshooting and resolving software, hardware, and electrical problems on all existing product lines through direct problem analysis or analysis of collected data.
  • Provide remote assistance seven days/week, twenty-four hours/day as scheduled.
  • Act as a liaison between service management and the customer by being the first level of issue escalation in customer-related technical issues at the request of management.
  • Partner with field service to provide the highest level of customer support.
  • Investigate type and history of issues; apply technical expertise and statistical analysis techniques to diagnose problems; refer to technical manuals and schematics; coordinate, as needed, assistance from engineering; follow-up with Service personnel to ensure problem resolution and customer satisfaction.
  • Maximize product performance by analyzing OMS (Opportunity Management System) reports; develop and present recommendations on short and long-term resolutions; summarize and highlight critical/repetitive issues to upper management; partner with Engineering and Manufacturing to develop modifications which improve product performance/reliability.
  • Specific product line support may also include serving as or providing support for field project leader(s); warranty program administration and coordination with manufacturing to ensure customer satisfaction.
  • Foster positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner; acting as liaison between the customer and other Service or factory personnel.
  • Responsible for providing a detailed technical review for RAS (Reliability Accessibility Serviceability) requirements for Product Launch, for all new products developed or purchased by Bell and Howell.
  • Ensure technical information is updated by assisting in the review and edit of parts catalogs, service manuals, service bulletins, and product reference material, such as PMI checklists, troubleshooting guides, product knowledge bases, etc.; reviewing and editing Training Center courses which teach effective service techniques.
  • Contribute to team efforts by accomplishing related results in a cooperative and supportive manner.
  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks, participating in professional societies.


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