Technical Support Manager jobs in Fort Collins, CO

Essential Job Responsibilities:

• Provide timely technical support for customers and service technicians (over the telephone, on-line networks, and/or email) in a manner that both solves the problem and creates customer goodwill for Megger. Document customer questions and problems, test/verify customer problems. When needed, escalate issues to engineering and management. Document/communicate escalated problems to engineering for resolution while building teamwork with engineering. If necessary, visit customer sites to solve problems, install hardware, or recommend system solutions.
• May be required to participate in quality review and assessment of Megger Baker Instrument product performance.
• May be required to teach Megger Baker Instrument support, troubleshooting, and repair processes to other technical support personnel.
• May be required to develop new support processes as new Megger Baker Instrument products become available.
• May have some involvement in customer-specific modifications/SQRs when appropriate, and/or design recommendations for evaluation by engineering. May be required to work cooperatively, both internally and externally, in SQR development.
• May be required to aid in technically challenging troubleshooting and repair processes.
• Notifying programmers and authors regarding software/firmware problems. Coordinates requests for replacing defective parts with appropriate support administrator. Receives input from customers and field sales on current market requirements. Forward product specification requirements to Marketing and Engineering groups for future product development.
• Categorize, document, and report on field findings and observations; help identify voids and areas for improvement in performance, service, and application of Megger Baker Instrument products; provide feedback and recommendations to Engineering for use in new designs or sustaining tasks.
• Create and submit articles for publication in the TSG Self Help Portal Knowledgebase; review new Knowledgebase articles.
• Compose and review Field Service Bulletins (FSBs).
• Minimal travel may be needed.
• Other duties as assigned.

To include but not limited to:

• Performs a variety of semi-routine support activities in the technical support function.
• As a technical liaison, responsible for providing troubleshooting and technical support to company field engineers, technicians, and customers.
• Assesses and responds to situations where standard procedures have failed in isolating or repairing the problem equipment or software.
• Reports design, reliability, and maintenance problems to engineering.
• May be involved in customer installation and training programs. Uses prior experience to resolve non-standard problems.