Technical Customer Service Specialist

Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.

Concurrent Real-Time by HBK is a provider of high-performance real-time computer hardware and software solutions for commercial and government markets worldwide. For over 50 years, Concurrent Real-Time has provided the best-in-class real-time solutions for mission-critical applications in a wide range of markets, including automotive, aerospace and defense, robotics, energy, transportation, and finance.

Job Title: Technical Customer Service Specialist

Corporate Title: Technical Customer Service Specialist

Department: Production

Job Family: Operations

Pay Type: Hourly

Hourly Range: $ /hr

Classification: Non-Exempt

Supervisor role: No - Individual Contributor

Position Overview:

• The Technical Customer Service Specialist must be able to respond to all customer-related issues using email and phone to ensure issues are resolved quickly.

• Must be able to work with the hotline team to verify maintenance contracts and ensure proper inventory is on hand to support current contracts. Must also work with field service personnel, as required to resolve customer issues with and without the field technician on site.

• Role can be expanded to be trained on testing and Troubleshooting CCRT I/O cards. In addition, training to build surface mount CCRT I/O boards on our Pick and Place assembly line will be provided.

• Collaborate with technicians and the engineering department to duplicate and resolve the issues. Must also work with cost accounting on inventory related projects.

• Must support Systems Integration, shipping and receiving, facilities and other areas as required.

Essential Job Functions:

• Respond to emails from customers and provide updates on their issues. Position requires considerable coordination and follow-up with the customers. Must be proactive to obtain closure for all reported issues.

• Arrange phone calls between customers and field technicians to discuss reported issues. May require working with technicians and engineers, to ensure the proper personnel are involved.

• Work closely with hotline personnel to verify which customers have maintenance contracts and if their product is still under warranty.

• Ensure we have inventory to support current maintenance contracts. Locating inventory may require utilizing manufacturing inventory for critical customer down situations.

• Collaborate with test technicians and engineers to better understand certain issues, which may require support from our CCRT team and/or the supplier.

• Work with field personnel to identify failures and provide RMA's for return

• Process RMA's and RTV for repair

• Ensure repairs are tested and returned to customer

• Establish and stock key inventory parts to provide advance exchange whenever possible

• Assign barcodes to all incoming material prior to moving to point of use stock locations

• Inspect and approve finished orders prior to moving to shipping for packaging

• Scan and download final paperwork following shipment of orders

• Respond to all field personnel emails for copy requests of needed documentation (CofC, CDS, test sheets, etc)

• Assist in Shipping department

• Install stencil and solder paste into Dek screen printer to apply solder paste to each side of board prior to parts placement

• Load and set up all feeders and trays for the board type required for build

• Perform board build for both sides using the TOPAZ pick and place machine

• Work with cost accounting on all inventory related issues.

• Utilize system databases to enter, track, and process orders.

• Support Integration, shipping and receiving, facilities, and other areas as required.

• Maintain a safe and clean work area.

• Adhere to all Company safety policies and procedures.

Qualifications/Requirements:

• 4 years of high school or equivalent.

• Over 1 year of customer service experience is preferred.

• Experience working with others or in a team to solve specific issues.

• Technical experience with computer assembly and test preferred.

Working Conditions:

• Sitting for long periods.

• Some standing and walking required.

• May be required to lift or carry up to 24 pounds occasionally.

Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional training.

Hottinger Bruel & Kjaer is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.