Job Type
Full-time
Description
The Technical Support Specialist is responsible for providing in-house technical support and solutions to customers and diagnosing and resolving technical issues. This role demands a blend of technical expertise, problem-solving skills, customer-service focus, and excellent communication abilities. After initial training, the Technical Support Specialist will complete some off-site service jobs in the local vicinity of headquarters as needed.
Essential Duties and Responsibilities:
- Provide first-line support to customers via phone and email.
- Guide users through step-by-step solutions for common technical problems.
- Escalate complex issues to higher-level support or engineering teams.
- Stay current with industry trends, technologies, and best practices.
- Deliver exceptional customer service and maintain a positive relationship with customers.
- Manage and prioritize multiple support requests to ensure timely resolution.
- Following up with customers to ensure a positive customer experience.
- Provide customers with quotes for work or equipment needed post service visit; determine best long-term method for needed repairs and translate solutions using CTI products and services when possible.
- Communicates with OEM's and distributors to obtain non-CTI parts determined to be needed after service visits as documented on AAR's received from Technicians.
- Order parts upon receipt of customer POs and provide lead time information to scheduling team.
- Prepare walk-through notes for customers based on Field Technician findings and work with Sales Department as needed throughout the quoting process.
- Assist with other departmental roles (scheduling, safety, portables, etc.) as backup when needed.
- Travel to customer facilities as needed to calibrate, troubleshoot, and repair gas detection systems and sensors. This may require short-notice travel.
- Complete reports for safety documentation to meet OSHA standards for completed field service jobs.
Knowledge, Skills & Abilities:
- Basic understanding of field device functionality in the industrial environment.
- Basic understanding of electronic circuits and various relays, and how to troubleshoot.
- Functional familiarity of PLC's, logic, and industrial control system purposes.
- Experience with drop-in type electrical equipment installation.
- Knowledge of AC/DC circuitry.
- Experience using a DMM and troubleshooting 120VAC and 24VDC circuits and controls.
- Experienced knowledge of and high ability to exercise component and personal safety.
- High School degree or equivalency (required).
- Associate's degree in Electronics, or two (2) years of experience in industrial controls or industrial maintenance (preferred).
- Must be 21 years of age with a reliable vehicle & acceptable driving record.
- Must be able to perform non-sedentary work in various extreme conditions.
- Ability to problem-solve, troubleshoot, and work autonomously with little oversight, and with high attention to detail.
- Ability to work in all industrial environments.
- Excellent verbal and written communication skills.
- Excellent interpersonal and engagement skills.
- Proficient in common word processing, spreadsheet, database, and web-based applications.
Salary Description
Base pay: $24/hour
Similar Jobs
- View Job
Technical Support Specialist (Electrical & Mechanical)
Columbia - View Job
Specialist, Electrical Engineer
Columbia - View Job
Senior MySQL Technical Support Analyst
Columbia - View Job
Senior MySQL Technical Support Analyst
Columbia - View Job
SAP HANA Developer (Technical Services Support Specialist IV) - Technology & Communication Services
Columbia