Technical Support Specialist - Automotive Equipment

Overview

Disclaimer:
This is not an IT role.

Provide technical support for the most complex Snap-on products to internal and external customers, including troubleshooting, documentation, and training for the assigned product line. Will take the lead as new products are developed and rolled out.

• Provide support for internal and external customers, including proper equipment operation and use, and diagnosis and troubleshooting problems for field technicians.
• Analyze product performance to identify problems, make recommendations to improve and enhance products, and work with internal and external sources to resolve issues.
• Support new product implementation by working closely with Engineering and field personnel as products are developed and updated to make recommendations and resolve problems.
• Document incoming calls. Develop and maintain information databases as required.
• Work with the Training & Documentation group to write technical documentation on products for field technicians' use, including service bulletins, installation instructions, and service manuals.
• Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.
• Coordinate service activities on assigned products throughout the PDC.
• Act as a resource for others as needed.
• Keep abreast of industry standards and emerging technology.
• Participate in special projects as needed.
• Follow company policies and procedures.
• Other duties as assigned.

• 3 - 5 years of field service or technical support experience.
• Demonstrated knowledge of a broad range of products across multiple product lines.
• Ability to read electrical schematics and pneumatic diagrams.
• Ability to troubleshoot a variety of PC problems.
• Excellent communication skills - both verbal and written, including technical writing skills.
• Presentation skills with prior training experience, preferred.
• Demonstrated organizational skills, leadership ability, and project coordination.
• Demonstrated ability to work cross-functionally.

• Safety
• Customer focus
• Communication
• Consistency
• Attention to detail

• Demonstrate Integrity
• Tell the Truth
• Respect the Individual
• Promote Teamwork
• Listen