Product & Technical Support Specialist II

Description

Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health and happiness. Using the Technology of Movement, Ergotron builds products and custom solutions that help people feel a new sense of energy in healthcare, industrial and office settings, both at home and on-site.

Through its 40-year history, Ergotron has led the industry with innovative, professional-grade products and customer-focused service. The company has earned more than 200 patents and established a growing portfolio of award-winning brands including Work Fit and Care Fit, and patented Constant Force and Li Fe Kinnex  technologies. Ergotron is headquartered in St. Paul, Minnesota, with a presence in North America, EMEA and Asia Pacific.

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Expert in providing solutions to technical problems, troubleshooting, research and development of solutions to new or unknown issues related to end user customers, resellers, distributors, DMR’s, and internal representatives. Translate product information to others for electrical, mechanical and service support resolution cases. Role will work with software based diagnostic tools, web resources, installation manuals and technical documentation in troubleshooting and product resolutions.

Manage relationships with install vendors, manage install base and make recommendations to end-users and resellers for installation of DMS (Ergotron branded, Enovate by Ergotron branded, Omni Mount branded and ODM products) and may manage or participate in installs and on-site diagnostics if/when necessary.

• Manage and provide electrical and hardware solutions to product technical questions and product/install questions at an expert level.
• Manage Email, Chat and Phone interactions.
• Provide legacy product support (15+ years old).
• Tier 2 escalation support for internal and external customers.
• Manage solutions and collaborate with diversified audience including Resellers, Partners, Sales Team members, and End User/Customers, regarding product configurations, issues and resolutions.
• Provide technical product specifications and Configuration Support for a wide array of product families in multiple use case environments.
• Research trouble reports received from various audiences, including sales, service partners, customers/end users, and resellers, providing solutions with expert product knowledge and a professional approach.
• Leverage via accurate and detailed documentation, Salesforce Case Management to ensure quality trending accuracy.
• Assist Quality in identifying and addressing product related issues including emerging issues or new product issues.
• Maintain relationships with install vendors, resellers and end users.
• Product support for the Customer Engagement and Service Operations Team.
• Back up for Product and Technical support of the APAC, EMEA Teams.
• Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented.
• Additional duties as requested.
• Supports Lean Business Enterprise initiatives for continuous process improvement and waste elimination.

• Associates of Arts (AA) in a technical area of study or Bachelors in BS/BA Degree in Business Administration, Engineering, Computer Science, or related field preferred.
• Must have solid experience and understanding of remote support, troubleshooting and customer relations for a services business in a high tech environment.
• 3 - 5 years related experience in providing detailed technical support for electronic, powered products, hardware and general installation comprehension in Healthcare, Education, Commercial and Industrial environments.
• Experience managing technical solutions with call center processes, support technologies, and tools.
• Prior team experience, works well with multi tier case hand offs and workflows.
• Driven performer with demonstrated experience managing remote troubleshooting conversations with end user customers.
• Must have a solid understanding of a services business in a high-tech product environment, from ODM supplier, reseller/integrator, and technical support representative points of view.
• Exceptional knowledge transfer and communication skills in both oral and written formats.
• Strong organizational skills with an…