What are the responsibilities and job description for the Technical Support Specialist position at Wurtec?
Position Title: Technical Support Specialist
FLSA Status: Non-Exempt
Job Type: Full time
Travel: 20% or less
Reports to: Technical Support Supervisor
Supervises: None
Who We Are:
Wurtec is a global organization that specializes in elevators and the people who use them. We operate on a strong set of Core Values that include being Dedicated, Ambitious, Hardworking, Willing to Accept Responsibility, and Integrity. As the leading tool and components supplier to the vertical transportation industry, we empower professionals in the field to work more safely, quickly, and efficiently. As a manufacturer of residential and commercial elevator systems, we provide passengers with the smoothest, safest ride available. Our products are on the front lines of elevator construction worldwide – and our people are known throughout the industry for talent, dedication, and superior customer service.
Position Summary:
Wurtec’s Technical Support Specialist provides complex technical support to customers via email, phone, or other methods. Must be able to obtain a deep understanding of the organization's products and services. Relies on experience and judgement to plan and accomplish goals.
Essential Duties include but are not limited to:
- Promotes and demonstrates Wurtec’s core values (dedicated, hardworking, ambitious, willing to accept responsibility, and integrity).
- Provide the highest level of internal and external customer service.
- Provide timely, high-level support on customer issues.
- Keeps current customer support software (Freshdesk).
- Diagnose and resolve client issues that require in-depth knowledge of the functionality of the product.
- Work with the engineering and sales team to develop, design, and propose solutions to meet reliability and serviceability needs for customers.
- Analyzes warranty data to identify high failure rate components/systems.
- Develops support documents and works with quality control on technical/quality bulletins.
- Creates RMAs to authorize return of failed product for evaluation.
- Addresses customer complaints and implements continuous improvement initiatives.
- Full-time/in-person attendance is an essential function of this job.
- All other duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Technical Skills:
- Strong computer skills, data entry, and Microsoft Office.
- Ability to understand and troubleshoot complex systems having multiple interdependent variables (i.e. Elevator Systems).
- Aptitude for learning company ERP, Epicor.
- Strong presentation skills.
- Electrical/controller knowledge a plus.
- Elevator code knowledge a plus.
- Knowledge of data manipulation Queries/Pivot tables.
- Ability to read and interpret engineering prints/schematics and documents.
- Ability to assist with inquiries or complaints from customers and regulatory agencies.
Behavioral Skills:
- Detail oriented, flexible, and exhibit effective prioritization and multi-tasking skills in a fast-paced environment.
- Proficient verbal and written communication skills.
- Works effectively both independently and as a team.
- Utilizes creative thinking skills to identify problems and develop solutions.
- Works in a time effective manner and follows systematic approaches and conducts appropriate follow-up.
- Service and detail oriented.
- Can take directions and provide back-up support where needed.
Education & Experience
- 1 year of experience in the elevator industry (preferred)
- High School Diploma or GED
- Associate or bachelor’s degree in engineering, IT, or similar (preferred)
Work Environment:
This role primarily operates in an office environment/job site, sedentary in nature. Sitting for long periods of time, standing, occasionally lifting up to 40lbs., and communicating is often necessary in carrying out job duties. This position requires near visual acuity, and the ability to hear, understand, and distinguish speech. This role is not eligible to be considered for full-time hybrid or full-time remote work.