Technical Support Specialist

4 days ago

Woburn, United States Kodiak Labor Solutions Full time
*What you’ll do:*

Whether you are already in a support role or are interested in making the move, we want to talk to you

The Technical Support Specialist (TSS) is a hands-on position, responsible for troubleshooting hardware and software problems, diagnosing network issues, and providing timely solutions. In addition, the TSS provides Guidance and Technical Support to our BAS Service Engineers, Technicians and Customers. This position requires a motivated person that is detail oriented and enjoys working in a team environment.
* Communicate directly with customers and team members via phone, email, screen share, etc. to troubleshoot and resolve technical issues.
* Determine next actions and seek clarity on vague or ambiguous reports from customers.
* Research, identify, develop and recommend corrective measures to address technical issues identified in the field or in-house.
* Help customers maintain the reliability and performance of their systems and address any potential technical problems utilizing fault diagnostics & detection (FDD) platforms and traditional methods.
* Assist Field Engineers with site-specific difficulties during new site commissioning as well as system extensions.
* Assist sales by providing technical recommendations for sales leads and proposals for retrofits, upgrades and or enhancements to existing equipment.
* Responsible for assisting the team with after-hours emergency customer issues when they arise. This is a shared responsibility.
* Conduct extensive self-study (reading, research and practice) to improve and maintain technical proficiency in company's product lines. Completes certifications as required by the company.
* Beyond the essentials, this role extends to various tasks and special projects.

*Who you are:*

_Knowledge, Skills, and Abilities:_
* Understand complex control systems including diagnosing and troubleshooting networking and integration.
* Ability to troubleshoot, diagnose and repair and/or replace control components and controls systems. Also, the ability to troubleshoot mechanical, HVAC and electrical issues as related to BAS Control Systems operation.
* Extensive knowledge of a variety of electronic or digital controls systems. Andover / Schneider Electric preferred.
* Customer management skills; ability to manage customer relationships, perceptions and expectations.
* Ability to deal diplomatically and communicate effectively (verbally and written) with internal and external customers.
* Ability to work without direct supervision.

_Personal and Professional Attributes_
* Positive attitude, enthusiastic, self-motivated and customer focused.
* Problem-solving and critical thinking skills to provide innovative solutions.
* Ability to work with people with a wide range of technical backgrounds, including senior professional engineers, electricians, IT engineers and personnel, account managers, and sales.
* People-person and team player, enjoying the cross-functional interaction required for this position.
* Insight; ability to gather and make sense of new information.

*Salary: $85K to $110K+ dependent on experience *

*Reports to BAS Service Manager*

Job Types: Full-time, Contract

Pay: From $85,000.00 per year

Benefits:
* 401(k)
* Employee discount
* Health insurance
* Life insurance
* Vision insurance
Schedule:
* 10 hour shift
* 12 hour shift
* Day shift
* Monday to Friday
* Weekends as needed

Experience:
* Customer service: 1 year (Preferred)

Ability to Commute:
* Woburn, MA 01801 (Preferred)

Ability to Relocate:
* Woburn, MA 01801: Relocate before starting work (Required)

Work Location: In person

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