What are the responsibilities and job description for the Technical Support Specialist position at Avidity Science - Americas?
Position Overview: The role of the Technical Support Specialist II is to deliver advanced technical knowledge and troubleshooting skills to our internal and external customers in order to achieve exceptional customer satisfaction in accordance with Avidity Science product specifications and quality standards.
Location: Waterford, WI
Job Type: Full-time
Key Job Responsibilities:
- Provide advanced technical knowledge and troubleshooting skills to our field service team.
- Proactively manage, communicate, and solve customer issues/SFDC cases relating to active/field equipment
- When necessary, continue to manage, but escalate complex or non-resolved customer issues to Engineering
- Using actual equipment/products, be capable of demonstrating operation and/or advanced troubleshooting techniques.
- Assist with any required equipment setup or calibrations.
- Assist with technical bulletin creation.
- Assist in the creation and execution of training/troubleshooting material.
- Work cross-functionally to support strategic and improvement initiatives.
- As needed/scheduled, participate in the rotation for “on call” customer support.
What You Bring to the Table:
- Associates degree in a technical field (Mechanical Engineering, IT or computer science, etc.)
- 5-7 years of experience providing IT support for hardware, network and software. Knowledge of VPN, TCP/ IP Networking, low voltage.
- Ability to communicate effectively with internal and external customers.
What We Offer:
- Medical, dental, vision, life insurance and disability
- Voluntary benefits including accident, critical illness, and hospital indemnity
- 401k with company match
- Bonus Plan
- PTO and paid holidays
- Supportive and Inclusive work culture
- Community Involvement and paid volunteer time
- Flextime
- Tuition Reimbursement
- Collaborative work environment
About Us: For over 50 years, Avidity Science has been the global leader in water purification technologies in the biomedical, life sciences and clinical research markets. We are proud to be a trusted partner to the global science community, delivering high quality, innovative products and unrivaled service. At Avidity Science, what you do matters. Our team of over 300 talented employees around the world each play a vital role in delivering on our Vision of enabling science to improve the quality of life. Avidity Science is part of ATS Corporation, a publicly traded company.
Our Company Values: Safety, Accountability, Respect, Integrity, Passion and Collaboration are the values we live every day, around the world. We are passionate about our most important asset – our people – and cultivate an environment that provides development opportunities to grow professionally.