Product Support Rep I

RESPONSIBILITIES

• Provides technical support over the phone, diagnose and seek the best solution related to the reported remote control equipment problem.
• Provides support for installation, configuration, and implementation requests.
• Contribute knowledge on a regular basis to the company’s Knowledge Base and create examples and how-to documents
• Assists, trains, or helps train other technicians and new employees regarding company products and product applications.
• Analyzes problems using technical drawings, specifications, and documents to diagnose and correct malfunctions of company products and record the outcome.
• Assists other departments as necessary in resolving company product problems.
• Recommends changes in company product circuitry or installation specifications as needed through proper channels to simplify assembly and maintenance.
• Advise customers regarding the operation and maintenance of company products.
• Prepares and submits reports to management as needed or requested.
• Performs other duties as requested

REQUIREMENTS

• 5 years of experience in customer support of technical equipment.
• Experience using analytical skills including critical thinking, debugging, judgment, problem-solving, and troubleshooting
• Understanding of APIs, Modbus RTU, and electronic theory
• Background and working knowledge of computer controls.
• Ability to write routine and ad-hoc reports that conform to prescribed style and format.
• Ability to effectively present information to customers, management, and other employees.
• Ability to read schematic drawings and ladder logic diagrams

EDUCATION / EXPERIENCE

• Associate's degree (A. A.) or equivalent from a two-year college or technical school
• Five years related experience with company products and applications
• Ability to read, analyze, and interpret technical information.

As an Equal Opportunity/Affirmative Action Employer, Cattron does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state or local laws.

EOE/M/F/Vet/Disability