Technical Support Representative jobs in Tacoma, WA

General Purpose:

Provide technical phone support to customers who are diagnosing, troubleshooting, repairing or debugging system issues.    

Major Duties and Responsibilities:

• Functions as first point of contact for customers in relation to system technical application support by phone, fax or email.
• Offer troubleshooting advice to customer’s to resolve equipment related issues.
• Analyzes, classifies, tracks, investigates, researches and resolves all assigned support/service problems and issues in a timely, effective manner.
• Displays a comprehensive understanding of product support documentation.
• Facilitates prompt, open, complete and direct communication with customers.
• Ensures company and customer expectations are aligned and defines criteria for successful resolution of customer issues.
• Follows documented escalates process and recommends onsite support for issues that cannot be resolved in a timely manner.
• Analyzes and provides effective resolutions to customers in an efficient manner.
• Reports detailed notes on issues in the CRM tool to ensure customer problems are documented and resolved.
• Provides non business hours telephone customer support on a rotation.
• Work with FSE’s to help resolve difficult service issues.
• Complete all required administrative documentation in a timely manner.
• Adhere to company RMA policy and documentation of customer identified system defects.
• Travel occasionally – 20%
• Perform other duties as required.

Knowledge, Skills and Abilities:

• Comprehensive knowledge of company products preferred.
• Strong mechanical, hydraulic, plumbing, pneumatic, electrical, and electronic skills required.
• Familiar with PC utilizing Windows, Word and Excel, and CAM
• High level of interpersonal skills to work effectively with others and to resolve stressful situations.
• Strong oral and written communication skills.
• Positive attitude and ability to build strong customer relations.
• Demonstrated ability for innovative/creative thinking.
• Strong analytical skills.

Supervisory Responsibility:

None

Equipment used:

• Standard office equipment

Education/Experience and/or Training:

• AA degree in Electronics, Robotics or Mech. or a minimum of 2 years college/technical school training.
• Minimum of 2 years of recent service-related experience with Robotics, Motion Control Systems, CNC machine tools or other relevant capital equipment.
• Experienced in CNC programming (Allen Bradley 9 Series Controllers, preferred).