Technical Customer Service Specialist

Technical Customer Service Specialist – HBK - Hottinger Brüel & Kjær

HBK – Hottinger Brüel & Kjær is a leading provider of high‑performance real‑time computer hardware and software solutions. For over 50 years the company serves automotive, aerospace, defense, robotics, energy, transportation and finance sectors.

• The Technical Customer Service Specialist responds to all customer‑related issues via email and phone to ensure quick resolution.
• Coordinates with the hotline team to verify maintenance contracts and confirm inventory availability for active contracts.
• Works with field service personnel and, when required, with or without a technician on site to resolve issues.
• May be trained to test and troubleshoot Concurrency Counter CCRT I/O cards and to assemble surface‑mount CCRT I/O boards on the Pick & Place assembly line.
• Collaborates with technicians, engineering, cost accounting and other departments to replicate and resolve problems, support systems integration, shipping, receiving, facilities and related areas.

• Respond to customer emails and provide timely updates, coordinating follow‑up to close all reported issues.
• Arrange and facilitate phone calls between customers and field technicians.
• Verify maintenance contract status and warranty coverage with hotline personnel.
• Ensure adequate inventory for current maintenance contracts, accessing manufacturing stock when necessary.
• Collaborate with test technicians and engineers to analyze issues and coordinate with CCRT or suppliers.
• Process RMAs and RTVs, ensuring repaired units are tested and returned to customers.
• Establish and stock key inventory parts for rapid replacement.
• Assign barcodes to incoming material before moving to point‑of‑use locations.
• Inspect and approve finished orders prior to shipping and packaging.
• Scan and download final paperwork after order shipment.
• Respond to field personnel emails for documentation requests (CofC, CDS, test sheets, etc.).
• Assist in shipping department tasks.
• Install stencil and solder paste into the Dek screen printer, load feeders and trays, and build boards on the TOPAZ pick & place machine.
• Enter, track and process orders using system databases.
• Maintain a safe and clean work area, adhering to all company safety policies and procedures.

• High school diploma or equivalent (4 years).
• At least 1 year of customer service experience preferred.
• Experience working as part of a team to resolve specific issues.
• Technical experience with computer assembly and testing preferred.

• Sitting for long periods.
• Standing and walking as required.
• Occasional lifting or carrying up to 24 pounds.

Hottinger Brüel & Kjær is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.