Technical Service Support Specialist III

Bot Verification•Columbus, IN

About The Position

Provide technical support for less complex service-related issues. The role supports warranty and non-warranty repairs, develops repair plans, documents diagnostic and repair work, and escalates complex requests to the appropriate support level. It also contributes to improvements in diagnostic support and escalation processes, maintains technical knowledge of current and new products, and promotes service capabilities and programs to increase sales.

Requirements

College or technical trade school education or an equivalent degree, or equivalent experience.
Intermediate-level relevant work experience.
Ability to develop troubleshooting plans from customer complaints and diagnose service issues using guided workflows, procedures, specialized tools, and software diagnostics.
Ability to document customer, equipment, technical, troubleshooting, and repair information in the appropriate service systems.
Ability to identify and use electronic service hardware and software tools and interpret their results.
Ability to manage technical escalations and balance timely customer response with investigation needs.
Ability to collaborate, communicate effectively, manage complexity, focus on customers, learn through experimentation, and deploy resources effectively.

Responsibilities

Provide diagnostic support for less complex warranty and non-warranty repair events.
Formulate and direct less complex repair plans.
Document diagnostic and repair results clearly and concisely in the appropriate database.
Escalate complex requests to the appropriate level of support.
Assist with improvements to diagnostic support and escalation processes.
Maintain knowledge and technical understanding of current and new products.
Promote service capabilities and service programs to increase sales.
Translate customer complaints into troubleshooting plans; follow guided workflows and procedures, use specialized mechanical and electronic service tools, and diagnose computer software to isolate failed components.
Validate repairs by duplicating the complaint and confirming it has been resolved.
Record troubleshooting results and service work in business systems for payment and historical tracking.
Gather product technical issue information, use available resources including data management tools, and elevate issues to higher levels of expertise as appropriate.
Create and verify customer, equipment, and technical information, capturing required data in service tools and the service management system.
Identify and use the appropriate hardware and software tools for service events, and interpret tool results to determine next steps.
Apply the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and product locations, and provide service using available parts, information, tools, and qualified technicians according to published standards.
Analyze service capability metrics to identify, prioritize, and resolve service-network development opportunities.
Collaborate with others to meet shared objectives, communicate clearly to different audiences, manage complex information, focus on customer needs, learn through experimentation, and deploy resources effectively.