Technical Support Advanced Specialist

Ametek, Inc.•Lake Mary, FL

1d•$28 - $32•Hybrid

About The Position

With FARO CREAFORM, possibility takes form. We give quality teams, production teams, maintenance teams, and designers the certainty to manufacture and design like never before — transforming 3D measurements into smarter decisions and endless possibilities. We work with the largest companies on the planet to provide the solutions that enable them to overcome their most pressing industry challenges. In aerospace and automotive, we work with firms like SpaceX, NASA, Tesla and Volvo among others. In the construction industry, we work with the largest builders to scan and design astonishing projects. For public safety professionals, our forensics scanning tools solve crimes and document scenes with high tech gear you probably see on CSI and in the movies! We believe that if it can be dreamed it can also be measured. And if it can be measured, it can also be realized. FARO CREAFORM is seeking a Technical Support Specialist Tier 3 who performs duties to provide technical support to domestic and international customers, product distributors and sales representatives, relating to the organization’s line of products involving hardware and software components, working within the limits of established policies. This is an ideal job for an organized, detail oriented individual with strong problem solving skills, a 2-year CAD degree and at least one year of customer service experience, preferably in a technical support environment. The salary range for the position is $28/hr - $32/hr. The Customer Support area is responsible to support customers and resolve their problems using the company’s products as concerns raised during installation, operation, maintenance or product application or compatibility matters.

Requirements

Strong service-oriented mindset
Strong communications skills
Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred)
Demonstrated work experience in a technical service-oriented organization
Process management (reengineering) and project management knowledge
Demonstrate strong organizational business process flow knowledge
2-year CAD degree
At least one year of customer service experience, preferably in a technical support environment

Nice To Haves

Fluent in two+ languages
Experience in Geodesy, geomatics or surveying preferred

Responsibilities

Respond to both internal and external customer inquiries related to the organization’s hardware and software products
Provide technical support, basic guidance, extended troubleshooting and solutions or answers as listed in the guidelines
Manage incidents, product defects, software license and case escalations
Maintain detailed notes and documentation for each support incident and customer related information in the ticketing system
Research, diagnose, and troubleshoot solutions to resolve system issues
Escalate internally, when necessary, to other departments (Level 4 Engineering, Product Management, Engineering or Account Management)
Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain
Take lead on escalated customer related issues or small projects derived from that cases
Actively provide input to process improvements and support the development of new processes