Technical Support Specialist I

GENERAL PURPOSE OF JOB:

The Tech Support Specialist I provides installation and post-sales support to customers, both internal and external, as it relates to equipment manufactured by SCS. Customer support will be conducted via telephone, email, on-site and any other means necessary.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Ability to understand technical questions and provide answers/instructions.
• Must be able to travel 25% - 50% of the time, to customer sites both domestic and international, while following corporate travel procedures and policies.
• Must possess a valid passport.
• Must possess a valid drivers license and have a driving record that meets company standards.
• Perform on site installation, start-up, training, retrofit, diagnostic and repair of customers equipment.
• Train operators and maintenance personnel.
• Troubleshoots and diagnoses equipment malfunctions using a volt meter and other test equipment.
• Provides customers with on site installation, start-up and training assistance.
• Issues and prepares return authorizations for return of goods.
• Hosts customers during customer acceptance of equipment.
• Maintains customer equipment files.
• Supports Coating Center machine maintenance needs.
• Adheres to plant and corporate safety policies.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• May assist in other areas or perform other duties as required by fluctuating business needs.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS AND/OR EXPERIENCE:

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

BASIC SKILLS:

• Ability to read, write and follow written or verbal instructions.
• Ability to use precision measuring and laboratory instruments, such as calipers, scales, micrometers, or similar test/inspection equipment.
• Ability to interact closely with other departments to support customer focus and efficient operations.
• Demonstrated analytical and technical ability within field of expertise.
• Demonstrated capacity to work with Microsoft Office Products, Lotus Notes, and other critical computer applications.
• Ability to write reports and any business correspondence.
• Ability to communicate information and respond to questions from customers and internal departments.
• Ability to calculate figures and amounts such as discounts, interest, etc.
• Possesses exceptional customer service skills.
• Well-developed communication, organizational and interpersonal skills.
• High degree of manual dexterity and hand-to-eye coordination.
• Self-motivated and able to work with independently with little or no direct supervision.
• Ability to read blueprints/schematics (mechanical, electrical and pneumatic)
• Electrical knowledge a must.
• Strong computer skills required.