Technical Support Specialist

Kahler Automation•Fairmont, MN

11d•Onsite

About The Position

Primarily assists customers over the phone to remotely diagnose hardware-related problems and guide customers through the resolution of problems. Installs, modifies, and makes minor repairs to customer equipment. Provides technical assistance and training to system users. Exhibit and promote the following values: Curious Attitude, Focus on Quality, Passion for Service, Dedicated Spirit.

Requirements

Performs all duties and assignments whether or not supervision is present.
Expresses ideas, information, and instruction in a positive and effective manner.
Works cooperatively with coworkers and supervisor. Acts as an effective team member with other employees through cooperation.
Makes reasonable and appropriate decisions.
Readily and effectively adjusts to changing ideas and activities.
Acts as a good role model for other employees.
Shows imagination and innovation in solving problems.
Reliably reports for work as scheduled, works OT when requested.
Follows all safety rules and works in a safe manner.
Produces an acceptable amount of work, of sufficient quality in an appropriate amount of time.
Associate degree (A. A.) or equivalent from two-year college or technical school in computers or electronics; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Knowledge of Microsoft Word, word processing software and Microsoft Excel spreadsheet software.
Must run system or equipment specific software.
Must use logical decision-making process to understand and diagnose customer issues over the phone.
May require innovative problem solving.
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.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Must communicate effectively with clients who may be under considerable stress.
Must listen effectively to understand customer’s issues and effectively communicate solutions in manner customers can understand and implement.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Valid Driver's License

Responsibilities

Provides phone support for Kahler customers primarily related to Kahler produced hardware.
Instructs users in use of equipment, software, and manuals
Provides support via the phone to Kahler employees during startup projects.
Installs or assists service personnel in installation of hardware and peripheral components such as electrical panels and other control devices.
Understands the unique application environment for each customer and how Kahler Automation equipment can solve problems.
Loads and tests PLC software and other control device software.
Follows established processes, procedures, or protocols when resolving customer issues.
Develop and create operator manuals and test procedures.
Configures devices and systems and observes system functions to verify correct system operation.
Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems over the phone.
Recommends or performs minor remedial actions to correct operational problems.
Documents action in customer’s record.
Document component serial number for meters, scales, etc. for historical and warranty information.
Uses good communication and decision making to assist customers in diagnosing and resolving issues associated with Kahler equipment.
Work with customers for returning parts to be repaired and forward parts to vendors if necessary.
Respond to warranty repairs as necessary.
Recommend inventory for repair stock.
Perform quality assurance testing on select panels prior to shipping.
Recommend new, modify or enhancement features, to product development by using customer feedback
Completes and files work reports at the end of each day. Reports will reflect time worked and all supplies and materials used.
This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor.