What are the responsibilities and job description for the Technical Support Analyst position at Genesis10?
Genesis10 is currently seeking a Technical Support Analyst for a permanent position working with our client in the Mequon, WI area.
Summary:
Perform a wide variety of duties and assume a leadership role in providing High Performance Doors (HPD) parts support and training to internal client's resource teams along with distributors and their service departments and technicians. Act as the HPD Parts subject matter expert for all areas of the aftermarket business unit.
Responsibilities:
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.
Benefits of Working with Genesis10:
Access to hundreds of clients, most who have been working with Genesis10 for 5-20 years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF)
Remote opportunities available
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Genesis10-74123698
#DIG10-SW
Genesis10 is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran
Summary:
Perform a wide variety of duties and assume a leadership role in providing High Performance Doors (HPD) parts support and training to internal client's resource teams along with distributors and their service departments and technicians. Act as the HPD Parts subject matter expert for all areas of the aftermarket business unit.
Responsibilities:
- Act as a Product Specialist/Adviser regarding HPD parts.
- Provide Technical Support for mechanical and non-controls issues in a backup role.
- With the client's Customer Service Specialists, confirm that client has selected the correct part numbers and assemblies for the repair quotation per customer requests.
- Provide real time tutorials and guidance for the client's Customer Service team as they walk through repair questions they receive from customers on HPD parts. Assist with training for client's customer service.
- Investigate field issues with products and components. Help evaluate returned products from the field and warranty claims. Initiate and implement solutions to resolve issues and enhance client's products.
- Investigate manufacturing and quality issues with products. Initiate Corrective Action Reports, and engineering changes as necessary to enhance client's products. Participate in resolution of supplier quality issues with Purchasing team.
- Assist with the creation of parts manuals, specification sheets, and installation instructions. Act as the aftermarket liaison for new equipment owners/parts manuals
- Help create solutions as legacy parts go obsolete (drives, controls, sensors, fabric) and assist with the engineering change process.
- Assist Engineering and Technical Services in creation and maintenance of the client's SharePoint site.
- Help create distributor tools for parts identification based on existing tools and documentation.
- Assist Purchasing and Customer Service teams locate information for client's products.
- Maintain engineering files, CAD drawings and records pertaining to client's resource per company standards.
- Contribute, where necessary, to client. Resource's high service levels. Promote a positive attitude to distributors and end users regarding all of client's' products and quality standards.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Requires education of a bachelor's or associates degree.
- Requires 5 years experience in engineering, technical support, or a similar technical role.
- Requires knowledge of and ability to use spreadsheet and word processing software.
- Requires excellent oral and written technical communication skills.
- Requires the ability to function as a team member and to contribute to group goals.
- Requires a customer service orientation and approach to daily responsibilities.
- Requires the ability to organize personal workload, prioritize activities, and accomplish tasks under a deadline.
- Requires the ability to use a variety of hand and power tools.
- Requires the ability to use a variety of office equipment.
- Ability to travel up to 5% if necessary.
- 5 years experience in engineering, technical support, or similar technical role.
- Hands-on mechanical experience (hands-on electrical experience a PLUS)
- Basic knowledge of electrical circuits (knowledge of electrical controls a PLUS)
- Ability to read hydraulic and/or electrical schematics a PLUS
- Training and presentation experience with customers and/or coworkers
- Experience in Autodesk Autocad, Inventor, or other 3D software a PLUS
- Experience using manufacturing ERP software
- MS Office Suite
- Positive attitude and high level of enthusiasm
- Excellent interpersonal and communication skills
- Experience communicating with customers and/or suppliers
- Communicates customer sensitivity and sense of urgency
- Communicates the ability to solve problems on behalf of customers
- Can communicate technical info in non-technical manner
- Ability to be a team player and hold themself accountable
- Leadership approach to responsibilities
- Ability to work with limited supervision and multi-task
- Flexibility to learn new products and processes, and wear a lot of hats
- Strong work ethic
- Chemistry match with our team
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.
Benefits of Working with Genesis10:
Access to hundreds of clients, most who have been working with Genesis10 for 5-20 years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF)
Remote opportunities available
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Genesis10-74123698
#DIG10-SW
Genesis10 is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran
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