Technical Support Engineer

About Bell And Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences. Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

Location:

Durham, NC

Position Title:

Technical Support Engineer

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

• 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…