Technical Support Engineer

Job Description

Reporting to the Manager, Technical Support, the Technical Support Engineer provides virtual/remote technical consultation and troubleshooting to support installations, conversions, modifications and escalations. Provides remote monitoring and trouble-shooting for supported products and engages field technical support as needed. Supports on-going customer support for field service by providing senior level hardware and software assistance, proactive and emergency technical support of all product lines

Day to day:

Minimizes 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; providing remote assistance seven days/week, twenty-four hours/day as scheduled; troubleshooting issues within the Technical Assistance Center (TAC) by phone, remote computer access; monitoring status of problem resolution always. Acts 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.

Partners with field service to provide the highest level of customer support. Investigates type and history of issues; applies technical expertise and statistical analysis techniques to diagnose problems; refers to technical manuals and schematics; coordinates, as needed, assistance from engineering; follows-up with Service personnel to ensure problem resolution and customer satisfaction.

Maximizes product performance by analyzing OMS (Opportunity Management System) reports develops and presents recommendations on short and long-term resolutions; summarizes and highlights critical/repetitive issues to upper management; partners 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. Fosters 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.

Ensures 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.

Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks, participating in professional societies.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] .

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Skills and Requirements

Associate's degree or Certification in Electrical/Mechanical Engineering with 5+ years related experience, or an equivalent combination of education and relevant experience

Excellent analytical, problem solving, and troubleshooting skills for both electronics and Software

Ability to read and interpret product schematics and documentation

Ability to use standard and specialized hand and power tools and diagnostic equipment.

Good project management skills

Interpersonal/customer relation skills Software knowledge or experience

Electronic certification null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].