The Technical Support Engineer (TSE) is responsible for providing high quality technical product support, administrative support to technical processes, delivering positive customer experiences and logistical support to the field team.
- Provide phone/email/chat technical support to end users, distributors, field service engineers and sales team
- Create & Track Service Cases in CRM with detailed description of issue and resolution for each support event
- Prompt follow-up and ownership of support cases through successful resolution
- Scheduling (logistical) support to Field Service team
- Work Order prioritization along with optimizing field resource coverage
- Demonstrate high technical proficiency with supported products
- Hands-on product repairs, escalation support to complex repairs, maintain working condition of technical support and training equipment
- Accurate and expedited entry of administrative tasks
- Examples include warranty RMAs, part orders, service quotes, and service invoicing
- Work with supervisor to develop troubleshooting documentation and maintenance procedures
- Conduct product training for customers and service engineers
- Identify opportunities during support calls to promote service programs to customers
- Test/evaluate new vendor products
- Utilize Technical Support KPI’s and CSAT Surveys to drive best in class technical and customer experiences
- Quarterly on-site customer visits and field service ride-along
- .Deliver continuous improvement applying ITW principles of 80/20, PLS, USa and 6s
Qualifications
Education: An associate degree in Electronics or equivalent experience required. A Bachelor’s degree in Electrical or Mechanical Engineering preferred.
Experience/Skills
- 3 years previous experience or in a related area. Marking & Coding Industry knowledge a plus
- Proficient with computers and Microsoft Office Suite
- Electronic Circuitry & Mechanical Knowledge
- Networking and PLC knowledge a plus.
- High level Accuracy and Attention to Detail Problem solving, Troubleshooting and Teamwork skills.
- Customer Service Skills and Follow-up
- Multitasking and Organizational skills
- Effective Oral and Written communication skills are required
- Individual must be Self-Driven, acting with urgency
- Experience with CRM software
