Field Service Technical Support - Mason, OH

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

• Reviews performance reports and documentation from customers and field representatives, and inspects malfunctioning or damaged product to determine nature and scope of problem.


• Troubleshoots service requests from customers utilizing team viewer or via phone. Occasional after hours remote support may be required.


• Provides support during on-site training demonstrations.


• Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action.


• Coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs.


• Provides remote technical assistance to help troubleshoot and repair equipment.


• Analyzes reports of technical problems to determine trends affecting future design, production, service, and maintenance processes, and recommends modifications to eliminate future problems.


• Develop service handbooks and bulletins based on field investigations, engineering changes, and overall knowledge of product.


• Provide a communication link between the customer and the company to help ensure that effective service is provided to the customer. 

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) in Electronics Technology or equivalent

AND six months to one year related experience and/or training.

OR equivalent combination of education and experience.

COMPUTER SKILLS

Proficient in the following computer software programs:

Microsoft Office 

CRM