What are the responsibilities and job description for the Technical Support Specialist position at CTI?
Description
The Technical Support Specialist is responsible for providing in-house technical support and solutions to customers by phone and email, and for diagnosing and resolving technical issues. Customer technical support is the primary focus of this role. This role demands a blend of technical aptitude, problem-solving skills, customer-service focus, and excellent communication abilities.
The Technical Support Specialist reports to the Technical Support Supervisor. As a secondary duty, this position supports the follow-up work that comes out of completed service visits, such as replacement part orders and quotes. After initial training, the Technical Support Specialist will travel to customer facilities on occasion to support field service as needed.
Essential Duties and Responsibilities:
- Provide first-line technical support to customers via phone and email, serving as a primary point of contact for customer technical questions.
- Answer incoming support calls promptly, diagnose the issue, and work towards a resolution or a clear next step.
- Guide users through step-by-step solutions for common technical problems with gas detection systems, sensors, and controllers.
- Escalate complex issues to the Technical Support Supervisor or engineering teams, with clear notes on what troubleshooting has been done.
- Manage and prioritize multiple support requests to ensure timely resolution.
- Follow up with customers to confirm issues are resolved and to ensure a positive customer experience.
- Maintain accurate records of customer contacts, cases, and resolutions.
- Stay current with CTI products and services and the standards that apply to customer systems.
- Order parts upon receipt of customer POs and provide lead time information to the scheduling team.
- Assist the Technical Support Supervisor with review of completed service reports and AAR’s, parts requests, and quotes as workload allows, and develop quoting skills over time under the Supervisor’s guidance.
- Communicate with OEM’s and distributors to obtain non-CTI parts as directed by the Technical Support Supervisor.
- Relay system upgrades, replacements, and new installation requests to the Technical Support Supervisor for routing to the Solutions Consultant.
- Assist with other departmental roles (scheduling, safety, etc.) as backup when needed.
Requirements
Knowledge, Skills & Abilities:
- Basic understanding of electrical and mechanical systems, or the ability to learn them quickly.
- Familiarity with gas detection equipment and industrial environments (preferred).
- Familiarity with electronic circuits, relays, PLC’s, and use of a DMM on 120VAC and 24VDC circuits and controls (preferred).
- Ability and willingness to learn CTI products and services, and over time, quoting and sourcing parts.
- Commitment to component and personal safety.
Qualifications:
- High School diploma or equivalency (required).
- Associate’s degree in Electronics, or two (2) years of experience in industrial controls or industrial maintenance (preferred).
- Experience with gas detection equipment (preferred).
- Must be 21 years of age with a reliable vehicle & acceptable driving record.
- Must be able to perform non-sedentary work in various extreme conditions.
- Ability to problem-solve, troubleshoot, and work autonomously, asking for help early, and with high attention to detail.
- Ability to diagnose basic electrical and instrumentation problems using a digital multimeter.
- Excellent verbal and written communication skills, including a clear and professional phone presence.
- Excellent interpersonal and engagement skills, with patience and composure when helping customers under pressure.
- Proficient in common word processing, spreadsheet, database, and web-based applications.