Technical Support Specialist

Department: Manufacturing / Operations / Quality

Employment Type: Full Time

Location: US - Indiana - Churubusco

Reporting To: Phillip Ludlow

Description

Key Responsibilities

• Identifies and resolves customers’ technical issues for assigned products, primarily through inbound call requests. 
• Helps customers translate technical instructions so the customers can fix issues themselves, if possible. 
• Reviews results and recommendations of in-house water analysis and forwards to customer.
• Assists customers with proper water treatment equipment recommendations.
• Monitors technical support e-mails, queues (for the call center), and cases. 
• Assists in deploying new software releases to the customer base.
• Fields and tracks customer support requests; identifies and resolves issues.
• Tracks open customer issues and communicates the status to customers. 
• Follows up with customers to verify that solutions are successful. 
• Assists product management in developing and prioritizing enhancement lists.
• Provides and attends training seminars as required.
• Performs other related duties as required or assigned.

Skills Knowledge and Expertise

• Writes routine reports and correspondence
• Effectively communicates information and responds to questions in person-to-person and small group situations with vendors, internal and external customers, the general public, and other employees of the organization
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals
• Writes routine reports and correspondence
• Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement)
• Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
• Deals with problems involving several known variables in situations of routine nature.
• Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
• Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree.

• Equivalent of four years of high school (required).
• Associate degree in electrical engineering, mechanical engineering, or a related field (preferred).
• Three to five years of related experience (preferred). 

• Advanced: Operating systems, CAD software (preferred), spreadsheet, word processing/typing, database.

• Continually required to sit.
• Regularly required to reach with hands to finger, handle, or feel; kneel or crouch; and talk or hear.
• Occasionallyrequired to stand or walk.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and an ability to adjust focus.
• The company will make reasonable accommodations to enable individuals with disabilities to perform the essential functions and expectations.

• This position is not subjected to harmful environmental conditions.
• The noise level in the work environment is usually moderate.

Benefits