Lead Technical Support Representative

This position is responsible for providing remote technical support to internal and external customers concerning complex mechanical, electronic, and operational aspects of machines and serves as a resource for other troubleshooting staff in the diagnosis and resolution of escalated issues.  Independently develops and maintains technical documentation. 

Time Utilization: This position will travel up to 20% of the time.  Normal work schedule will be dependent on location, both with weekend coverage required on a rotating basis of 8:00am-4:00pm Saturday and Sunday.  When weekends are worked, alternative days off of Thursday and Friday will be given.  Position typically averages 45 hours per week for maximum troubleshooting support.

Essential Duties and Responsibilities include the following.  Other duties may be assigned:

1. Serve as a lead troubleshooting resource for escalated technical issues

1. Provide complex remote technical assistance to Field Service and Spare Parts teams, and customers by diagnosing and resolving a broad range of unique and complex mechanical, electronic, and operational issues using a variety of highly detailed technical documentation, acquired knowledge and personal experience, and drawing on other resources as necessary. 

1. Identifies equipment adjustments needed for proper operation and makes recommendations on adjustments that typically involve multiple variables.

1. Actively partners with international headquarters to lead the resolution of quality issues and supports team members in the submission of quality issues in CRM

1. Develop and maintain technical reference material for internal and external customers’ use.  Provide technical documentation to internal and external customers as necessary.

1. Develop technical training materials to support our training goals for internal and external customers

1. Periodically travel to participate in training or assist Field Service Technicians at client sites

1. Perform other tasks as needed in support of internal and external customers

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: 

Associate’s degree in technical discipline and four years related experience in field service or manufacturing; or equivalent combination of education and experience.

Knowledge Required:

Solid knowledge of intricate mechanical, electronic, and operational aspects of machines including adjustment capabilities and variables.  Solid understanding of the variety of machine options and their operation.  Solid knowledge of and ability to clearly convey vacuum principles.  Solid knowledge of a variety of sealing and forming techniques and operations. 

Language Ability:
Ability to read and interpret documents such as technical documentation, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to interpret and communicate mechanical, electrical, and physics concepts and principles to a variety of audiences.