2nd Level Support Specialist

Overview

Support Specialist - Powering Performance! We are seeking an experienced 2nd Level Technical
Support Specialist to join our on-site support and training department. As a 2nd Level Support Specialist, your role is crucial to our success, as you will provide remote product support and onsite product training to Bizerba technicians, authorized vendor technicians, and customers. Working within a team of experienced support specialists and dispatchers, you will assist customers and technicians with equipment troubleshooting and parts-related questions.

• Provide 2nd Level Support for field service technicians, authorized vendor technicians, and customers, on-site and remote technicians with technical questions.
• Installations and troubleshooting on products or systems remotely.
• 1st level remote support in case of a technical issue.
• Carrying out fault analysis and troubleshooting via remote access.
• Analyzing error messages, developing, and documenting solutions.
• Ability to travel to troubleshoot and repair if escalated above service technician knowledge.
• Documentation of service calls in CRM.
• Service-side support for key account customers.
• Collaboration in customer projects.
• Preparation of technical documentation for service technicians, authorized vendor technicians, and customers.
• Evolving and conducting training courses, product/troubleshooting training for service technicians, authorized vendor technicians, and customers on current products.
• Creating and conducting training courses, product/troubleshooting training for service technicians, authorized vendor technicians, and customers on new products.
• Ability to travel to conduct training for authorized vendor technicians and customers.

• Associate degree or equivalent completion of military/technical school related to the applied field.
• 1-2 years related experience/training or equivalent combination of education and experience.
• Good analytical skills. The capability of reading wiring diagrams, schematics, and spare part breakdowns.
• Patience to listen to customer concerns and explain all job-related topics efficiently and effectively.
• Ability to troubleshoot on a "next level" with customers and technicians.
• Good communication skills/public speaking and ability to conduct hands-on training in a group.
• Knowledge of Windows programs, i.e., Word, Excel, and PowerPoint.
• Experience in SAP or ability to learn applications within SAP.
• Ability to travel overnight within the United States.
• Valid driver's license and good driving record.
• Proficiency with troubleshooting equipment and hand/power tools.
• Able to lift 50lbs.
• Proven initiative and a professional "can-do", pleasant attitude.
• Customer-focused and self-motivated.
• Detail-oriented.
• Strong organizational and time management skills.
• Able to pass a criminal background check and pre-employment drug screen