What are the responsibilities and job description for the PHONE SUPPORT TECHNI position at Satisloh North America Inc?
The Phone Support Technician is based out of our Germantown, WI office. This positions provide remote support to technicians and customers helping to troubleshoot and solve issues with machines and products.
Responsibilities:
- Supporting technical support for Satisloh equipment.
- Directly support customers and Field Service Technicians with technical information provided by telephone and e-mail. Escalate open calls to the field or other members of the technical team as needed.
- Provide effective problem-solving on designated product lines to Satisloh customer, sales and service personnel with specific responsibility for problem identification and resolution.
- Develop and maintain technical expertise on Satisloh products and systems, encompass- ing hardware, applicable software, and applications.
- All required administrative or correspondence functions are performed in an efficient and prompt manner.
- Understands and follows corporate and service department procedures and policies. To include customer complaint handling and incident reporting.
- Provide technical support using available documentation and acquired skills.
- Recommend when to issue or revise a department procedure and report to manager.
- Escalate customer complaints using the established procedures.
- Contribute to the development of technical bulletins.
- Occasional travel to customer locations for the purpose of installation, training and servicing of the equipment.
- Support service coordinators, technicians, and CSR.
Education and Experience:
- Associates degree in Electrical or Mechanical discipline preferred
- 3 years Field Service experience preferred
- Experience with Finishing systems required
- SAP experience preferred
High school degree required
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must be able to lift up to 50 pounds. While performing the duties of this job, the employee is regularly required to sit, but some standing.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee will be in an office setting, with minimal to medium noise level. Employee may be around machinery occasional and need to wear ear and eye protection.
The noise level in the work environment is usually low.
Equal Opportunity Employer
We are an Equal Opportunity Employer and take pride in a diverse workforce. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or handicap, disability, or any other legally protected status.