Technical Service Support Engineer

Technical Service Support Engineer Richmond, VA | Hybrid Schedule | $72 – 85K, depending on experience

Summary:

The Technical Service Support Engineer will be responsible for providing technical service and support to customers who are experiencing breakdown or other technical issues on automated, industrial equipment. In addition, this role will be responsible for creating quotes for service, addressing technical service tickets, researching parts and equipment information for Customer Care Reps and supporting technical service report writing and follow‑up with Customer Care Reps to ensure that relevant parts are ordered.

The ideal candidate will have a strong customer centric approach and electro‑mechanical service background.

• Provide exceptional customer service including but not limited to proactive & responsive phone calls, troubleshooting and researching requests, and consistent and timely follow‑up with customers and internal teammates.
• Utilizing case management, update cases, reassign cases and keep cases up to date.
• Utilize online tools, reports, manuals, etc. to answer customer support questions and customer care rep questions.
• Provide remote service: act as the first line to answer all technical support calls within and outside of working hours.
• Provide end‑user support via remote technologies, remote support app and telephone support and manage ticketing queue, ensuring all Maintain and report on 1st line support tickets for team KPI’s.
• Support the Service Manager as a backup for daily administrative duties, including but not limited to; scheduling and dispatching field technicians, quoting service visits and inspections, and sending parts or tools for onsite jobs.
• Support Preventative Maintenance Service packages by providing agreed online or phone support.
• Finalize and process service visit reports and work with CCR’s to ensure recommendations have been executed.
• Problem‑solve internally to ensure that both internal and external customer needs are met in a timely and complete manner in regard to open cases be they quality, warranty or other.
• Support field technician and 1st line support training program development and implementation.
• Produce documentation and knowledge‑based articles to enhance customer self‑service and make response time faster for your teammates.
• Support implementation of Knowledge Base for the business.
• Travel to customer sites for training and support purposes as needed.
• Working with Tech Doc teammates to develop training packages to sell to customers.
• Support a culture of safety and maintain zero accident environment and ensure safe and suitable work environment for self, teammates, and customers.

• Electromechanical technical expertise and troubleshooting skills required PLC ladder logic and structured text required.
• PLC and Hardware troubleshooting Min of 3 years demonstrated ability in Customer Technical support solving mechanical, electrical and/or programming issues Strong Customer Service skills Solid Communication skills (written and verbal) Enthusiastic with a flexible “can do” attitude Able to use their initiative to prioritize calls, do research, problem‑solve and be capable of working under pressure Motivated, focused, friendly, patient, organized and proactive individuals who can work in a team Preferred:
  Mechanical, Electrical, Mechatronics degree or similar experience/education Bakery maintenance experience considered a plus Experience in Customer Relationship Management systems a plus