Technical Service Agent

What We Need:
PDC - A Brady Company, is seeking a Technical Services Repair Agent is a Service Operations position responsible for support of both pre and post-sale services activities. Under general supervision, tasks will include: maintenance, troubleshooting, retrofits, upgrades/changes, and repair of products. Tasks associated with this position are performed within the Service Center.

What You'll Be Doing:

• Performs repairs and maintenance on printer equipment in conjunction with routine maintenance.
• Diagnoses most equipment problems using appropriate tools, test equipment, and documentation.
• Create detailed notes on diagnosis and repairs required.
• Communicate directly with customers providing repair estimates based on evaluation.
• Serves as a primary resource and provides world class support to our customers.
• Utilizes all channel responses systems including phone, email and chat as needed.
• Demonstrates Guides customers through steps to configure and or troubleshoot PDC, and third-party, hardware and software to establish full functionality.
• Performs miscellaneous duties as assigned.

What You'll Need To Be Successful:

• Strong mechanical aptitude.
• Ability to troubleshoot quickly and effectively.
• Must have experience in providing technical support to end-users.
• Knowledge of printer hardware, printer drivers and firmware.
• Excellent customer service skills.
• Great written and oral communication skills.
• Ability to use common hand tools.
• Able to follow and understand work instructions.

Desired Knowledge, Skills & Abilities:

• At least two years of experience related Technical service/support experience and/or training; or equivalent combination of education and experience is preferable.
• Experience with Salesforce.com is a plus.
• In-depth knowledge of software and hardware related to dye-sublimation ID card printers, thermal printers and consumables.
• Microsoft Operating Systems.
• Experience using a soldering Iron and Volt/Ohm Meter.

Benefits:

• Complete insurance coverage starting on first day of employment - medical, dental, vision, life
• 401(k) with company match
• Tuition reimbursement
• Bonus opportunity
• Vacation and Holiday pay

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