Technical Product Specialist jobs in the United States

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Technical Support Specialist
  • EAC Product Development Solutions
  • Minneapolis, MN FULL_TIME
  • Company Description

    COMPANY OVERVIEW

    Transforming the way companies Design, Manufacture, Connect to, and Service their products, EAC Product Development Solutions (EAC) is a complete source for your product development needs. EAC has been an industry leader for over 27 years and our experts help guide companies to achieve their strategic business goals and optimize their technology, systems, people, and processes for long-term success. 

    EAC CULTURE: https://www.eacpds.com/culture/

    POSITION OVERVIEW

    The Technical Support Specialist will join a dynamic Windchill PLM support team known for its extensive experience and enthusiasm. Emphasizing collaboration, communication, and customer-centricity, you'll take on a diverse range of responsibilities, working closely with both our clients and the broader PTC product development team. As the primary point of contact for customer issues, you'll swiftly address software concerns, employing thorough root cause analysis and resolution techniques to ensure customer satisfaction.

    Our Customer Experience team is dedicated to delivering a seamless PTC customer journey, aiming to surpass expectations and propel customers towards unprecedented success. Leveraging deep product knowledge and superior customer support skills, team members strive to consistently meet or exceed customer needs in every interaction.

    Job Description

    Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.

    • Engage with System Administrators, Field Consultants, Developers, and Engineers onsite at customer locations or virtually to reactively and proactively diagnose software issues pertaining to the deployment, customization, or operation of PTC’s product integrations.
    • Provide and document solutions or offer potential on-site assistance for complex customer issues, emphasizing a customer-centric approach.
    • Ensure easy accessibility for customers through their preferred communication channels.
    • Strive collectively to identify the best solution (defect fixes, workarounds, alternative approaches) to deliver resolutions while maintaining a best-in-class customer experience.
    • Operate effectively, clearly, and succinctly and demonstrate an awareness of the full breadth of services offered by the customer and EAC.
    • Primarily focus on resolving customer cases, developing knowledge with case closure.
    • Assist team members in the timely closure of any outstanding customer cases as needed.
    • Meet or exceed the Service Agreement requirements, case quality and customer satisfaction goals per the company standards.
    • Collaborate with internal and external stakeholders to integrate application support activities.
    • Assess the business impact of customer issue(s) raised and update the stakeholders about such impact.
    • Create knowledge articles and peer review of articles for resolved customer issues.
    • Assess and understand customer needs, exercise empathy, and guide the customer’s expectations.
    • Other duties as assigned as company needs dictate.

    Qualifications

    An equivalent combination of education, training and experience will be considered.

    • Bachelor’s Degree in Computer Science, Information Systems, or Engineering.
    • Must be available to work on-call outside of normal business hours including some weekend hours and able to adjust your work schedule accordingly.  
    • 2 years’ professional experience in technical support, preferably in a software or technology-related industry.
    • MUST have industry knowledge of PTC products and their integration with customer systems and preferably 3 years of experience.
    • Sound knowledge and hands-on exposure to NetSuite and/or Zendesk.
    • Exposure to the implementation, support, consulting, or development in enterprise business applications including XML, Web Services, HTML, SQL, Java, and JavaScript.
    • 2 years of experience Coding, testing and/or debugging applications programs.
    • Experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android, and Windows mobile.
    • Ability to quickly adapt to new technologies.
    • Basic diagnostic ability, tuning, and/or changing complex applications to optimize the product to perform to customer expectations.
    • Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware).
    • Ability to develop a coherent plan of action that meets stakeholders needs to resolve a given situation as quickly as possible.
    • Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
    • Prior customer facing experience, preferably in a call center setting.
    • Must have excellent verbal, written, and interpersonal communication skills with the ability to communicate technical concepts effectively to non-technical stakeholders if needed.
    • Must have ability to work with time-sensitive deadlines, manage multiple priorities simultaneously, and meet the project and corporate goals.
    • Must possess good organizational skills, be able to work independently with focus and discipline to achieve the customer and company goals.
    • Ability to perform consistently with high collaboration and output.

    Additional Information

    COMPENSATION

    Annual Salary $60K

    BENEFITS

    • Medical and dental insurance
    • Employer Paid Short Term Disability
    • Flexible PTO (take as you need, no accrual)
    • Vision insurance
    • Dental Insurance
    • 401(k) Plan
    • Basic Life, AD&D, and Disability Insurance
    • Employee Assistance Program
    • Paid Holidays
    • Eligible for bonuses

    Work Environment

    Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

    • Ability to work in a remote environment or in-office.
    • Exposed to moderate noise levels.

    PHYSICAL ABILITIES

    Physical abilities that are commonly associated with the performance of the functions of this job.  The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

    • Light sedentary office work.
    • Ability to travel to sites throughout North America as needed.

     

    NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

  • 29 Days Ago

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Recovery/Product Quality Specialist
  • Global Technical Talent
  • Spanaway, WA FULL_TIME
  • This job offer is not available in your country. Recovery / Product Quality Specialist Contract Duration Months Pay rate up to $ / hr Job Responsibilities : Recovery / Product Quality Specialist reduc...
  • Just Posted

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Technical Sales Machine Shop
  • Spare Parts Specialist, Inc
  • Tyrone, GA FULL_TIME
  • Technical Sales Machine Shop Salary Range: $65,000-$85,000 SPS Manufacturing www.spsmfg.com a is a medium-scale, full-service machining & fabrication shop located in Tyrone, GA. We proudly build long-...
  • 28 Days Ago

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Technical product specialist
  • ITW Food Equipment Group
  • Dundalk, MD FULL_TIME
  • Company Description Founded in 1912, Illinois Tool Works Inc. (NYSE : ITW) is a diversified, Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking and value-added ...
  • 8 Days Ago

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Technical Product Specialist
  • US Tool Group
  • Greenville, SC FULL_TIME
  • Technical Product Specialist Who We Are: You will be working for an innovative supplier of industrial products and services that produce Best-in-Class cost savings for our customers. These solutions i...
  • 9 Days Ago

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Technical Product Support Specialist
  • Zoll Medical Corporation
  • Broomfield, CO FULL_TIME
  • Technical Product Support Specialist Location: Remote, CO, United States of America Data Management Job description PLEASE NOTE: This role is an external Customer Support role ZOLL Data Systems, a div...
  • 10 Days Ago

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Sr Principal Subcontract Specialist
  • Northrop Grumman
  • Dulles, VA
  • At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's l...
  • 6/17/2024 12:00:00 AM

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Senior Staff Program Analyst
  • ENSCO, Inc.
  • Chantilly, VA
  • Job Description ENSCO MSG is recruiting senior engineering and support staff supporting the Office of the Undersecretary...
  • 6/17/2024 12:00:00 AM

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Cybersecurity SME
  • Curate Partners
  • Chantilly, VA
  • We are seeking an experienced Cybersecurity Subject Matter Expert (SME) with a clearance required to join our team. The ...
  • 6/17/2024 12:00:00 AM

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Senior Technical Analyst
  • Systems Planning and Analysis, Inc.
  • Chantilly, VA
  • Overview: Systems Planning and Analysis, Inc. (SPA) delivers high-impact, technical solutions to complex national securi...
  • 6/15/2024 12:00:00 AM

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Solutions Expert - Intelligence and Homeland Security
  • General Dynamics Information Technology
  • Herndon, VA
  • Join GDIT's Intelligence and Homeland Security CTO organization and help drive the technical solutions needed to win our...
  • 6/14/2024 12:00:00 AM

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UC Implementation Specialist - Bilingual (English/French)
  • Zayo Group, LLC
  • Ashburn, VA
  • Company Description Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innova...
  • 6/14/2024 12:00:00 AM

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RF Engineer/Specialist
  • BAE Systems
  • Sterling, VA
  • **Job Description** BAE is looking for highly motivated people with experience in wireless and RF technologies to includ...
  • 6/14/2024 12:00:00 AM

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Section 508 Specialist
  • TestPros
  • Sterling, VA
  • Company Overview TestPros is a successful and growing business, established in 1988 to provide Information Technology (I...
  • 6/13/2024 12:00:00 AM

Income Estimation for Technical Product Specialist jobs
$66,579 to $82,510