Technical Support Technician

Overview

The Technical Support Technician provides technical product assistance (primarily by phone) to internal and external customers of electrical, mechanical and functional in nature for JPW product lines. The technician’s primary focus provides technical guidance for all JPW stakeholders (End-Users, Distributors, Sales Reps, ASC personnel and the JPW group) in the form of product setup and operational troubleshooting. Working under the direct supervision of the Manager, Technical Support, the technician answers questions and ensures reaching a resolution timely and professionally.

• Provide technical assistance on warranty and non-warranty products through troubleshooting and machine evaluation and/or tool-related situations.
• Assist/respond timely to technical inquiries, complaints or questions from JPW stakeholders (i.e. end users, distributors, sales representatives, ASC personnel, JPW group) regarding the application and specifications of JPW product lines.
• Coordinate field service and assign authorization numbers to field service personnel.
• Enter work orders, monitor the repair progress and ensure all relevant files/status are up to date in the business systems.
• Keep current with product lines and cognizant of any changes to the product line.
• Maintain knowledge of internal operations of all new products and all product material.
• Report to manager and relevant department regarding significant or recurring problems with equipment and/or component parts.
• Correspond professionally via phone, fax, email or letter with JPW stakeholders (End-Users, Distributors, Sales Reps, ASC personnel and the JPW group) by either fax or letter as required.
• Notify appropriate departments of any change in status of repair stations.
• Promote the core principles of JPW Industries and promote cooperation within the team and between teams.
• Represent high level of ethical, intellectual, professional, and personal values that complement the team.
• Additional responsibilities and projects may be assigned relevant to the position.

• High Diploma, required. Bachelor’s degree preferred.
• Some college, technical or vocational training on electrical controls and mechanical operating machine and accessories. Relevant experience (3-5 years) may be substituted for education, required.

• Working knowledge of metalworking and woodworking machinery, preferred.
• Working knowledge of various testing equipment and measuring instruments such as micrometers, calipers, dial indicators, power/manual tools, as well as a variety of material handling equipment, preferred.
• Ability to provide a high level of service to all inquiries, internal and external, in a professional, service-oriented, respectful manner using skills in active listening and problem solving.
• Adept at quickly assessing difficult situations and/or uncooperative customers and adjust accordingly to effectively resolve the matter – remaining calm and focused on resolution(s).
• Ability to effectively communicate detailed information verbally by phone and in-person, and through written channels (i.e. email, instant messenger, fax, letter).
• Recognize and recommend processes that can be improved for efficiency.
• Read, analyze, and interpret general business policies, procedures, equipment manuals, training materials.
• Effectively plan, set priorities, and manage several projects simultaneously.
• Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology.
• Basic understanding of machinery, hand and power tools, etc.
• Knowledge of safety standards and the use of personal protective equipment and demonstrated commitment to safety.
• Comfortable with a fast-paced environment.
• Work unsupervised.
• Self-driven to complete and successfully perform all assigned tasks.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member is regularly required to sit for long periods; use hands to handle or feel and talk or hear. The team member is frequently required to reach with hands and arms.

The team member is occasionally required to stand; walk and stoop, kneel or crouch. The team member may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Substantial time is spent working on a computer and may be performed primarily in an office setting.

Working extended and flexible hours may be requested occasionally.