Product Specialist - Technical Support

Overview

Who we are:

People know Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader. With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value. We work hard together. We grow together. We are one Snap-on team.

Provide installation and technical support for the most complex Snap-on products to internal and external customers including troubleshooting, documentation and training for assigned product line. Remote work in the Philadelphia, PA area. Travel is about 60-80% of the role.

Responsibilities

• Provide implementation, customer training, and ongoing troubleshooting and maintenance for Snap-on Tool Control systems.
• Make recommendations to improve and enhance products and work with internal and external sources to resolve problems.
• Support and install new product implementation by working closely with Engineering and Sales personnel as products are developed and provided to Client.
• Document incoming calls. Develop and maintain information databases as required and utilize data to prepare for service calls.
• Coordinate service activities on assigned products.
• Act as a resource for others as needed.
• Keep abreast with changing industry standards and emerging technology.
• Participate in special projects as needed.
• Follow company policies and procedures.
• Travel to customer facilities including overnight domestic travel.
• Other duties as assigned.

Qualifications

• Associate degree in related field with 1-3 years of experience or equivalent work experience; a Bachelor's degree preferred
• 1-5 years of field service or technical support experience
• Basic mechanical ability and basic equipment repair skills
• Strong problem-solving skills with the ability to work independently
• Customer focused
• Ability to learn a broad range of products across multiple product lines
• Computer skills: Proficiency with Windows operating systems, as well as Ofiice 365, experience in using Service Ticket systems
• Ability to add PCs to a network and troubleshoot basic PC problems
• Excellent communication skills - both verbal and written, including technical writing skills
• Presentation skills with prior training experience
• Demonstrated organizational skills, leadership ability, project coordination capabilities
• Demonstrated ability to work cross-functionally
• Must be able to pass background check to gain access to military and government facilities

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran