Regional Technical Support Specialist

Nucor•Jackson, MS

1d•Onsite

About The Position

SUMMARY: The Regional Technical Support Specialist is responsible in providing hands-on technical support on-site for critical customer service situations, identifying dealer strengths and weaknesses, in addition to providing training for installation of Rytec products and the service of Rytec products. This position also supports the Regional Sales Managers to build and maintain end-user relationships in their territory. ESSENTIAL FUNCTIONS: Provide technical support resolution via phone, email and face-to-face with end-users, contractors and dealer network. Resolve electrical and mechanical problems that could be encountered before, during and after product installation. Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner. Accurately process and properly record call and email transactions utilizing computer software programs. Assist in department process improvements to maintain and improve upon the industry leading Technical Support experience. Assist Engineering on R&D projects both in-house and in the field. Offer technical guidance to the Parts department involving custom orders. Travel to customer sites to resolve problems that need onsite assistance. Evaluate existing service dealers and sub dealers, identify performance gaps, work with the Regional Sales Manager to develop and implement action plans to address these gaps. Engage in activity to ensure a positive and mutually beneficial relationship exists between Rytec and dealers. Identify regions without or with low level dealer representation. Work with Regional Sales Managers to identify potential candidates and work towards establishing viable representation. Provide technical assistance to dealers including product training, on-site support for installations and troubleshooting to help dealer gain the necessary product knowledge. Safety is the most important part of all jobs within Nucor; therefore, candidates must be able to demonstrate the ability to initiate, lead, and uphold safety policies, practices, procedures, and housekeeping standards at all times.

Requirements

Associate's degree or equivalent from two-year College or Technical school; or two to four years related customer service/troubleshooting experience and/or training; or equivalent combination of education and experience.
Ability to lift 50 - 75 pounds occasionally.
Customer installation sites can be harsh environments to include: cold storage facilities, food production facilities, and noise saturated facilities which can place additional physical demands on the individual.
Ability to travel for extended periods of time (90%) of domestic travel for company business will be required through various modes of transportation (ie. car, airplane, etc.).

Nice To Haves

Industry experience in high speed doors, material handling or dock levelers is preferred.
Strong commercial or industrial electrical background and working knowledge of relay logic, electrical control systems, and solid state technology.
Excellent verbal and written communication skills are essential.
Self-starter with the ability to deliver results with minimal supervision.
Working knowledge of SalesForce is preferred.
High attention to detail and accuracy for problem analysis and solutions.
Strong mechanical aptitude.
Ability to read, analyze, and interpret technical manuals & drawings.
Ability to write routine reports and correspondence.
Ability to speak clearly and effectively before customers or employees of organization.
Ability to effectively present information to management.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent.
Ability to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Responsibilities

Provide technical support resolution via phone, email and face-to-face with end-users, contractors and dealer network.
Resolve electrical and mechanical problems that could be encountered before, during and after product installation.
Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner.
Accurately process and properly record call and email transactions utilizing computer software programs.
Assist in department process improvements to maintain and improve upon the industry leading Technical Support experience.
Assist Engineering on R&D projects both in-house and in the field.
Offer technical guidance to the Parts department involving custom orders.
Travel to customer sites to resolve problems that need onsite assistance.
Evaluate existing service dealers and sub dealers, identify performance gaps, work with the Regional Sales Manager to develop and implement action plans to address these gaps.
Engage in activity to ensure a positive and mutually beneficial relationship exists between Rytec and dealers.
Identify regions without or with low level dealer representation.
Work with Regional Sales Managers to identify potential candidates and work towards establishing viable representation.
Provide technical assistance to dealers including product training, on-site support for installations and troubleshooting to help dealer gain the necessary product knowledge.
demonstrate the ability to initiate, lead, and uphold safety policies, practices, procedures, and housekeeping standards at all times.