Technical Support Specialist

Description

Job Title: Technical Support Specialist

Reports to: Phone Support Manager

Department: Service

Location: 808 Timberlake Road, Fairmont, MN 56031

Position Summary: Primarily assists customers over the phone to remotely diagnose hardware-related problems and guide customers through the resolution of problems. Installs, modifies, and makes minor repairs to customer equipment. Provides technical assistance and training to system users by performing the following duties.

• Curious Attitude: An employee who is curious is motivated to take time to question and explore new things to find answers that will ensure the best outcomes for the organization.
• Focus on Quality: An employee who values quality has integrity and produces results that meet high standards set by the organization.
• Passion for Service: An employee who is service-oriented displays a positive behavior and responds to customers using good business practices to meet their needs and expectations
• Dedicated Spirit: A dedicated employee is one who takes ownership for their role and the whole organization to ensure that goals are achieved.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provides phone support for Kahler customers primarily related to Kahler produced hardware. Instructs users in use of equipment, software, and manuals
• Provides support via the phone to Kahler employees during startup projects.
• Installs or assists service personnel in installation of hardware and peripheral components such as electrical panels and other control devices.
• Understands the unique application environment for each customer and how Kahler Automation equipment can solve problems.
• Loads and tests PLC software and other control device software.
• Follows established processes, procedures, or protocols when resolving customer issues.
• Develop and create operator manuals and test procedures.
• Configures devices and systems and observes system functions to verify correct system operation.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems over the phone.
• Recommends or performs minor remedial actions to correct operational problems.
• Documents action in customer’s record. Document component serial number for meters, scales, etc. for historical and warranty information.
• Uses good communication and decision making to assist customers in diagnosing and resolving issues associated with Kahler equipment.
• Work with customers for returning parts to be repaired and forward parts to vendors if necessary.
• Respond to warranty repairs as necessary.
• Recommend inventory for repair stock.
• Perform quality assurance testing on select panels prior to shipping.
• Recommend new, modify or enhancement features, to product development by using customer feedback
• Completes and files work reports at the end of each day. Reports will reflect time worked and all supplies and materials used.
• This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor.

Competencies: To perform the job successfully, an individual must demonstrate the following:

• DEPENDABILITY AND RELIABILITY:
  Performs all duties and assignments whether or not supervision is present.
• COMMUNICATION
  
  SKILLS:
  
  Expresses ideas, information, and instruction in a positive and effective manner.
• TEAMWORK and COOPERATION:
  Works cooperatively with coworkers and supervisor. Acts as an effective team member with other employees through cooperation.
• JUDGMENT:
  Makes reasonable and appropriate decisions.
• ADAPTABILITY:
  Readily and effectively adjusts to changing ideas and activities.
• ROLE MODELING:
  Acts as a good role model for other employees.
• CREATIVITY:
  Shows imagination and innovation in solving problems.
• ATTENDANCE:
  Reliably reports for work as scheduled, works OT when requested.
• SAFETY:
  Follows all safety rules and works in a safe manner.
• PRODUCTIVITY:
  Produces an acceptable amount of work, of sufficient quality in an appropriate amount of time.

Qualifications: To perform this job successfully, an individual must be able…