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.
 

Job Responsibilities

• 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
   

The Ideal Candidate 

• 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

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

Company Description

Engineering Innovation, Inc. (EII), based in Lafayette, IN, is a trusted partner in the logistics, automation, and mailing industries, and has been since its foundation in 2006. Led by a team of engineers with creative problem-solving skills and a knack for improvement, our team members are talented and ambitious, and our company is known for its customer service above all else. We pride ourselves on our ability to design solutions that fill specific niches for our customers, and provide continued support, not just for our products, but our clients' overall processes. (If you would like to learn more about our company culture, please visit www.eii-online.com .) 

EII is a small (approx. 80 team members), but growing, dynamic company looking for highly motivated individuals to join our business development team. The business development team is responsible for identifying prospective customers, developing relationships with clients, identifying the needs of the client, and collaborating with the engineering team to develop customer-specific solutions. 

Benefits

• 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