Technical Support Specialist II
About The Position
The Technical Support Specialist provides technical and application support, primarily on the phone, to system users and technicians. Limited travel may be required for assistance with installations, escalations, and other support reasons (see Additional Requirements below). ESSENTIAL DUTIES AND RESPONSIBILITIES: Acquires and maintains technical knowledge, skills, and references, in all areas of the assigned products, to expertly install, operate, troubleshoot, and repair the equipment. Provides guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting, and repairing assigned products. Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. Recommends or performs remedial actions to correct problems. Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. Records all pertinent information received on product problems and complaints Is a resource for other departments to request technical information and assistance regarding the assigned products. Provides instruction and training to customers and dealer personnel when necessary Travels to perform service calls on problem equipment that local dental service technicians could not repair. Works on special projects as assigned. Performs other duties and assignments as requested to support the technical service function
Requirements
- Associate's degree or equivalent from a two-year college and a minimum of two years related experience or equivalent combination of education and experience.
- Must be experienced in troubleshooting computer hardware, Windows Operating Systems, and Applications and/or experience installing and troubleshooting computer networks.
- Candidates must be able to travel 10% to 50%, dependent on role.
- Candidates must have or be able to obtain a valid passport for limited international travel
Nice To Haves
- Experience in troubleshooting and servicing electromechanical equipment a plus.
- Direct customer interaction on the phone or in-person a plus.
Responsibilities
- Acquires and maintains technical knowledge, skills, and references, in all areas of the assigned products, to expertly install, operate, troubleshoot, and repair the equipment.
- Provides guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting, and repairing assigned products. Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
- Recommends or performs remedial actions to correct problems.
- Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. Records all pertinent information received on product problems and complaints
- Is a resource for other departments to request technical information and assistance regarding the assigned products.
- Provides instruction and training to customers and dealer personnel when necessary
- Travels to perform service calls on problem equipment that local dental service technicians could not repair.
- Works on special projects as assigned.
- Performs other duties and assignments as requested to support the technical service function
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Miscellaneous Manufacturing
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
