Instrumentation Technical Support Specialist
About The Position
TSI's vision is to create a better world by helping to protect people, products and the environment. We are proud of the wide range of solutions we provide that solve our customers’ problems around the world. From helping to ensure worker safety and understanding air quality to supporting complex highly technical industries such as pharmaceuticals manufacturing, semiconductor, and research customers, TSI employees are part of something special with a purpose. The Technical Support Specialist I provides technical support to TSI customers, channel partners, OEMs, Regional Sales Managers (RSM) and other TSI offices around the world. The individual in this role is responsible for troubleshooting equipment issues, answering technical questions, and providing pre- and post-sales support, primarily by phone and email. This role focuses on supporting TSI instrumentation in the Critical Environments and Energy and Comfort value streams.
Requirements
- Two-year technical or associate degree and a minimum of one year of experience in technical support, customer support or related field.
- In lieu of a degree, a minimum of three years of experience in a contact center, technical sales, applications engineering or field support is required.
- Strong active-listening skills and a customer-service orientation.
- Excellent verbal and written communication skills.
- Ability to multitask, prioritize responsibilities, and manage time effectively.
- High level of integrity and commitment to customer satisfaction.
- Ability to work effectively and collaboratively in a team environment.
- Inquisitive problem-solving approach and strong technical aptitude.
- Proficient with Microsoft Office applications.
- Basic understanding of Android applications and Bluetooth connectivity.
Nice To Haves
- Associate degree in Electrical Engineering Technology or a closely related field.
- Experience in technical sales, applications engineering or field service support experience – HVAC and/or electrical knowledge highly valued.
- Experience using customer relationship management (CRM) systems and related best practices.
Responsibilities
- Assist internal and external customers by phone and email, by providing functional support through knowledge sharing and troubleshooting the technical applications of TSI hardware and software for assigned instruments.
- Install and support TSI firmware, software, hardware, and drivers operating within Windows operating systems.
- Read and interpret electrical diagrams and understand low-voltage electrical installation and load calculations.
- Coordinate with appropriate departments to address and resolve customer issues, following each issue through the service cycle to closure.
- Use the Customer Relationship Management system (CRM) to document customer interactions and complaints.
- Determine product needs, recommend replacements for obsolete products, and refer new product sales opportunities to the appropriate salesperson.
- Maintain and enhance product-line knowledge by attending engineering meetings, product development meetings, trainings and seminars.
- Explain TSI policies, processes and requirements to customers as needed.
- Other duties as assigned.
Benefits
- Comprehensive medical, dental, and vision coverage.
- 401(k) with company match.
- Paid time off, paid holidays, and paid floating holidays.
- Life insurance, employee assistance program (EAP), and professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
