Technical Support Specialist 2

AstroNova, Inc.•Dallas, TX

About The Position

Technical Support Specialists are responsible for creating an exceptional experience for our customers by providing prompt and professional technical assistance and solutions. Technical Support Specialists provide our customers technical support remotely from the Help Desk Call Center, and onsite field services that include equipment installation, presales activities, training, break/fix repair and routine maintenance. Daily and overnight travel will be required and can include crossing country borders.

Requirements

Associate’s Degree in Technical or Engineering discipline, or at least 10 years of equivalent experience
Minimum of 5 years of direct experience in digital CMYK color printers and wide format presses
Minimum 5 years of Field Service experience that involves performing on-site technical diagnosis, repairs, installation and training at customer locations
Expert knowledge of CMYK printing systems
Working knowledge of digital color management tools and techniques, using commercial applications such as Adobe Illustrator, Photoshop, and RIP (Raster Imaging Processor)
Working knowledge of color profiles for diagnosing and resolving print quality issues across different substrates and inks
Minimum of 3 years experience serving in a higher level technical lead or expert role that was responsible for solving escalated issues from Tier 1 Technicians, or that served as a product expert supporting complex technical cases
Valid passport, driver’s license with clean driving record required, and a reliable vehicle.

Responsibilities

Respond to customer support requests via phone and email within defined Service Level Agreements (SLA’s)
Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits
Perform Depot Repair on customer returned assets and perform maintenance on demo and loaner equipment to keep them in good working condition
Provide remote and onsite customer installations and training
Provide technical assistance to the Sales Organization by providing technical support at trade shows and participating in Presales activities to ensure the AstroNova solution meets the customer’s expectations
Create and maintain support Cases in NetSuite ERP as per defined Standard Operating Procedures (SOP’s)
Coordinate shipment of replacement/repair and loaner units
Manage assigned service parts inventory and perform required transactions in ERP as per SOP’s
Follow up with on all open Customer Cases and issues to ensure timely and satisfactory resolution
Escalate critical customer technical Cases that need next level of Tier involvement as per SOP’s
Complete assigned customer related projects
Continue self-driven internal education regarding the company’s product line
Achieve both personal and team goals to meet department and company performance targets
Includes all Tier 1 Duties and Responsibilities and demonstrating proficiency in these areas.
Serve as Escalation point for Tier 1 critical Cases as per SOP – Can provide technical guidance and expertise to Tier 1 Technicians
Serve as mentor and for Tier 1 employees to strengthen technical competencies across the product line and develop them for further advancement opportunities
Performs escalated repair center activities, as applicable by geography
Manage Tier Escalated Cases and enter JIRA Issues as per SOP’s
Respond to low Customer Satisfaction scores and negative feedback with customer outreach and countermeasures as per SOP
Align and lead Channel Support activities as defined and required in applicable geography
Have a ‘Customer First’ attitude that culminates customer trust and loyalty
Effectively perform a variety of customer support activities, including call center, workshop repair, onsite service, training and sales support
Knowledgeable and competent in repair of electrical, electronic and mechanical systems with ability to independently troubleshoot and repair technical problems while positively managing the customer relationship
Technical knowledge of ERP, CRM and Call Center software and operations
Collaborative working spirit with other departments as required to deliver prompt and professional customer service
Support the Sales staff as required to provide technical expertise for new and existing projects and at trade shows and exhibitions
Use your influence to generate new Sales Leads across the entire company’s product portfolio, including equipment, services and consumables
Identify opportunities for product and process improvement and be engaged in the AstroNova Continuous Improvement culture to produce positive changes
A positive and cooperative attitude with ambition to learn and develop professionally
Ability to communicate clearly, concisely and in a timely fashion
Able to work in a fast-paced environment that requires a flexible schedule driven by customer demand