Technical Support Coordinator

Who is CEIA USA? Headquartered in Hudson, OH, CEIA USA is a world leading manufacturer of security screening equipment, specializing in the design, engineering and production of a complete range of devices including:
Walk-Through, Hand-Held, Table-Top and Ground Search Metal Detectors, Bottled Liquid Scanners, Non-Metallic Cargo Inspection and Loss Prevention Systems. CEIA USA provides nationwide sales, service and customer support to public (federal, state and local governments) and private sector customers in North America. Dynamic solutions are the foundation of CEIA USA's commitment to customer satisfaction.

The Technical Support Coordinator is responsible for assisting with the administration of field service activities while serving as the first point of contact for customers requiring technical assistance. This role is responsible for evaluating incoming technical support requests, providing first-level troubleshooting, creating and managing service tickets, coordinating field service activities, and ensuring technicians have the information and resources needed to deliver exceptional customer service.

In addition, the role acts as a true backup to the Service Scheduler. The ideal candidate is highly organized, customer-focused, technically inclined, and capable of managing multiple priorities in a fast-paced environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the primary contact for incoming technical support phone calls and electronic service requests.
• Evaluate customer issues and create accurate service tickets within the company's service management system.
• Provide first-level technical troubleshooting and live phone support to resolve customer issues whenever possible.
• Escalate complex technical issues, critical customer concerns, or matters impacting business operations to the appropriate technical personnel or management.
• Document all customer interactions, troubleshooting steps, and resolutions.

• Scheduling technician’s site visits for the installation, maintenance and repair of equipment.
• Assist the Field Service Technicians with daily/weekly agendas.
• Provide the Field Service Technicians with necessary documentation for each visit.
• Use excellent customer service ability to assess service needs and communicate effectively throughout the service process.
• Data entry for customer documentation and parts ordering.
• Customer follow up and after-action assessment.
• Reporting of service timelines and activity to executive team.
• Assist in diagnosing and prioritize based on customer needs.
• Calendar Management:
  Keeps the service calendar in outlook up to date with all order information including sales order, alternate contact information, and any other resources the technician may need to complete the job effectively.
• Web Ex Teams:
  Maintains all service-related spaces in Web Ex teams related to third party service provider activities.

• Ability to successfully complete Technician and Engineer level training curriculums provided by the organization.
• Knowledge in Microsoft Office
• Knowledge in Microsoft Outlook
• Strong attention to detail
• Working knowledge of Web Ex is preferred

• Education:
  
  Must poses a high school diploma. Technical Education and Degree or 2-4 year's experience in a technical role is required.
• Experience:
  
  2+ years of experience in technical support and previous data entry experience required.
• Experience in electrical/electronic and mechanical fields is strongly preferred.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This job primarily operates in a professional office environment. This role routinely uses standard office equipment. The physical demands described here are representative of those that must be met by an employee to successfully perform…