Customer Support Technician - Night Shift

Job Description

The Customer Support Technician is the voice of EII to our customers. The Customer Support Technician works with customers to identify, analyze, and repair product problems, order and replace parts as needed, install software and firmware, and act as a resource for Field Service Technicians. You may be asked to answer customer questions about our products, provide training on new or unfamiliar features, and occasionally travel to a customer site.

The Customer Support Technician also acts as a liaison between our customers and the Engineering team at EII, working to build and maintain partnerships with our customers and helping to ensure their success. You will act as a representative for the customer within EII and make sure that, as a company, we continue to be the solution to our customers’ sorting needs.

The job tasks will be completed in our Lafayette, Indiana office. After training, this may be turned into a hybrid position that would be a combination of in-office and remote work.

• Make and receive phone calls with customers
• Document details of each customer interaction
• Synthesize product knowledge and extrapolate customer information to answer questions for or about the customer
• Take ownership of customer issues and see problems through to resolution
• Research, diagnose, and identify solutions to customer problems
• Instruct customers on maintaining or replacing parts and equipment
• Instruct customers on configuration and use of equipment
• Install patches and software upgrades
• Act as the counterpart to Field Service Technicians
• Rotating responsibility for after-hours support
• Occasional travel as needed
• Perform other duties as assigned by management

• Exhibits attention to detail
• Has excellent electrical, mechanical, and software aptitude
• Can troubleshoot
• Has the ability to travel to customer sites
• Has a valid driver’s license
• Exhibits a helper mentality with organizational and prioritization skills
• Has excellent interpersonal skills - this position has high visibility with our customers
• Has strong communication skills, both verbal and written
• Is familiar with MS Office Suite
• Can balance multiple requests and projects simultaneously
• Works well in a dynamic, entrepreneurial organization

Primarily work Monday - Friday, 3:00pm to midnight and may be on-call or work outside of normal scheduled days/hours.

Engineering Innovation, Inc. (EII) based in Lafayette, Indiana is a premier provider of parcel processing and mail sorting equipment. EII is a small, dynamic company looking for highly motivated, service-oriented individuals to join its growing team. Through innovation and hard work, we have established ourselves as a leader in the development of automated equipment for pre-sort mailing applications inside the likes of commercial mail houses and parcel-handling businesses.

We use current technology to help businesses run better.

• Competitive Wages
• Paid Holidays
• Paid Time Off
• 401(k)/Roth with company matching up to 6% and 100% immediate vesting after 90 days
• Medical Insurance
• Company-Paid Short- and Long-Term Disability
• Wellness program
• Employee referral program
• Paid travel
• Continuing training
• Extraordinary company culture