What are the responsibilities and job description for the Phone Support Engineer position at Messer Cutting Systems?
JOB SUMMARY:
Messer Cutting Systems is a global solution provider for the metal working industry, specializing in oxyfuel, plasma and laser cutting systems. This position provides equipment troubleshooting and assistance to customers and Field Service Engineers via telephone and/or visual/virtual service.
ESSENTIAL DUTIES and RESPONSIBILITIES:
- Provide equipment troubleshooting and assistance to customers and Field Service Engineers via telephone and/or visual/virtual service.
- Provide part identification assistance for customers, distributors, Field Service Engineers, as well as other employees and departments.
- Maintain accurate and timely data in a service ticket tracker
- Evaluate situation at customer to determine what resources are needed on site to resolve the situation
- Contribute to technical bulletins and knowledge base documents
- Interact with Customers and other Messer Associates
- Read engineering drawings
MINIMUM EDUCATION & QUALIFICATIONS:
- High School Diploma or equivalent
- Two-year technical training in electronics, mechanical or machine tool assembly is preferred
ADDITIONAL KNOWLEDGE, SKILLS & ABILITIES:
- Background in machinery or industrial equipment industry
- Ability to read bills of material (BOM), schematics, and assembly drawings
- Must demonstrate competency in both mechanical and electrical assemblies
- Knowledge and experience using Windows operating system and environment
- Excellent communication skills, both written and oral
- Must demonstrate exceptional telephone etiquette
- Must demonstrate excellent customer service skills and behavior
- Must be able to multi-task
- Must demonstrate the ability to maintain and calm and collected composure
- Must adhere to appropriate office etiquette and protocol
