TECHNICAL SUPPORT SPECIALIST I

Job Details

Job Location
Charlotte - Charlotte, NC

Position Type
Full Time

Education Level
2 Year Degree

Job Category
Engineering

Description

SUMMARY

Perform as technical support to customers, Field Service Engineers, Sales Personnel, and Subcontractors. Schedule maintenance and service for customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Resolve technical problems by answering questions from customers concerning mechanical, electrical, or electronic problems for a wide variety of punch presses and turning machines.

Appease angry customers as required, document machine problems (real & perceived), and follow up with customer.

Arrange for service personnel to visit customer sites to perform maintenance and repair work, both paid and warranty.

Ensure Field Service Engineers (FSEs) have necessary manuals, forms, and equipment.

Periodically report to customer sites to perform repair service.

Interface with multiple sub-contractors to assign work, assist in troubleshooting, and complete requisition paperwork.

Sort and collect technical memos and faxes used to troubleshoot problems, determine possible problem areas or alert Field Service Engineers of upcoming modifications.

Maintain all necessary paperwork by machine type.

Assist customer and Parts Department personnel in determining appropriate machine part numbers.

Assist Sales Personnel with technical support questions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associates Degree in Electrical/Mechanical Engineering, Mechatronics, Manufacturing or related field; 1-5 years related experience in troubleshooting machine tools or similar equipment; or equivalent combination of education and experience. Experience in a technical support or call center related role is strongly preferred but not required.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS AND ABILITIES

Knowledge of Microsoft Office Software Programs. Ability to analyze information from a variety of technical manuals, prints, and mechanical drawings.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and risk of electrical shock. The noise level in the work environment is usually quiet.

REQUIREMENTS WHEN ON FIELD SERVICE ASSIGNMENT

The worker is subject to noise, and sometimes hazards; physical conditions such as proximity to moving mechanical parts, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals. The worker is subject to atmospheric conditions - one or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, mists, gases, or poor ventilation. The worker is subject to oils - air and/or skin exposure to oils and other cutting fluids.

Equal Opportunity Employer, including Veterans and Individuals with Disabilities