Technical Support Specialist

Job Summary:                                                                                                    

The Technical Support Specialist role is a hybrid role. The role will consist of technical support through Spiceworks across all the equipment QDS services, in the field training with technicians, traveling throughout the QDS footprint to help resolve on going issues and escalated down equipment. Travel while usually can be anticipated at least 24 to 36 hours ahead of time for escalated equipment can also be short notice.

As a (SAF) you will still have a territory to manage, this means at times multi-tasking and communication are key to being successful in both your territory and in the (SAF) role.

As a (SAF) you will work closely with the Training Department. This will include scheduled in the field training with technicians.

As a (SAF) you will also work closely with the Bench Tech. This will include helping find common fail points in equipment and help come up with documentation that will be sent out as technical bulletins.

Essential Duties and Responsibilities:

• Assist with Technical support through Spiceworks while still completing your daily tasks as a Field Service Technician.
• Be able to communicate effectively with other (SAF) and the Bench Tech to complete technical documents/write-ups. (Weekly/biweekly meetings)
• Be able to communicate effectively with not only the customer, RSM, but also the lead (SAF) for ongoing issues in the field and escalated down equipment.
• Be able to travel, with little to no notice to help resolve escalated down equipment, anywhere in the company footprint.
• Be able to provide Level 2 training on equipment for other technicians in surrounding territories (this may require you to travel to their territory)
• Be able to work with factory support effectively. This may include test bedding new software and working with them to find on going issues.

ACCOUNTABILITY AND KPI’s

• Accountable for PM completion and service calls for your territory.

• Accountable for technical support through Spiceworks.
• Accountable for assisting with ongoing training.
• Accountable for assisting with documentation for technical bulletins.
• Accountable for internal and external communication with customers, RSM’s, lead SAF, and technicians.

REPORTING

• Reports to the RSM of the region for your territory.
• Reports to Sam Hylton for all technical support issues, ongoing training, and any escalated down equipment.

Qualification/Competencies/Work Experience Requirements:

• Highly Organized
• Great at Multitasking
• Proficient with PC skills
• Excellent verbal and written communication skills, including ability to effectively communicate with   internal and external customers
• Passion for accuracy and speed to completion
• Enjoys supporting the needs of a growing team
• Must be able to work under pressure and meet deadlines, while maintaining a   positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given.
• Excellent communication skills with ability to explain technical terms

Preferred Education and Experience

• High school diploma or GED required
• Associate degree preferred

Work Conditions/Physical Requirements:

• All prospective employees must pass a background check.
• All employees must agree to random drug tests
• Must be able to lift and carry up to 20 lbs.