Overall responsibility

Phone support for OPEX Field Service Technicians, Self Service Technicians, and OPEX Certified Dealers as they work through issues in customer sites. The hours for this position are 10:00 AM - 6:30 PM. 

Key areas of responsibility

• Provide direction on troubleshooting
• Supply any additional resources needed by field personnel including, but not limited to schematics and other documentation, software, and part info
• Maintain accurate records in call tracking system
• Use all available resources to make sure field techs are able to support their customers to the fullest

Additional L2 responsibilities (if applicable)

• Create and maintain knowledgebase of problems and solutions on specific equipment
• Assist L1 reps with advanced troubleshooting
• Consult with Engineering group to work through complex problems
• Test software and other machine upgrades prior to field release
• Work with Documentation group to create service bulletins, instructions and service manual updates

Consults with

• Fellow Tech Support Reps
• Training Group
• Support Engineers
• Production Group

Qualifications

• Efficient Communicator
• Advanced troubleshooting skills
• Ability to use troubleshooting tools such as DVM (Digital Volt Meter) etc.
• Ability to read and understand schematics
• Ability to communicate technical information to both highly technical and non-technical audiences
• Ability to remain composed in high pressure situations.
• Ability to prioritize and work on multiple tasks
• Ability to work with and understand Mechanical, Electrical and PC components