Technical Support Specialist

Fairbanks Scales•Overland Park, KS

About The Position

The Technical Support Specialist ensures high-quality service for internal and external customers by troubleshooting, resolving, and explaining issues involving industrial weighing products and related software. The role provides phone and web-based support to Field Service Technicians, assists with identifying and resolving product, service-operation, and maintenance issues, and occasionally provides guidance on-site. The specialist collaborates with engineering, sales, service, product development, and corporate teams, and reports field problems with accurate documentation. The position also supports product development by working with factory engineers and manufacturing personnel, instructs Fairbanks and distributor technicians on product servicing, and leads hands-on classroom training at company facilities. It includes ongoing work to maintain and improve system performance, as well as periodic overnight travel to customer sites to assist with installation, programming, training, and calibration of new or existing products.

Requirements

Two to three years of related experience in the scale industry, electronic services, or an IT-related field.
Proficiency with Microsoft Office products, specifically Excel and Outlook.
Strong working knowledge of electronics, A/D circuits, power supplies, transducers, and industrial communications such as RS232, RS485, 20mA, Ethernet, and 4-20mA analog outputs.
Working knowledge of the use of various testing equipment.
Critical thinking and exceptional attention to detail.
Excellent problem-solving skills.
Excellent verbal and written communication skills.
Excellent technical writing skills.
Ability to organize and prioritize work effectively and concentrate on multiple tasks simultaneously.
Ability to develop and maintain business relationships.
Ability to meet the role's physical demands, including close vision and focusing; regularly talking and hearing; frequently sitting, standing, bending at the knee and waist, and walking; and repetitive hand, wrist, or finger movements and dexterity for computer and office equipment use.
Regular attendance.

Nice To Haves

Scale industry experience is strongly preferred.

Responsibilities

Provide phone support, troubleshooting guidance, and general assistance on Fairbanks products to Field Service Technicians who contact the central help desk.
Support, assist, troubleshoot, and respond to Service Technician issues involving products, service operations, or maintenance.
Work with Service Technicians by phone and web interface to gather information, identify problems, and provide technical assistance.
Provide assistance and guidance to Service Technicians nationwide by telephone and occasionally on-site.
Collaborate with engineering, sales, service, product development, and corporate teams to help ensure customers receive high-quality service and products.
Refer complaints about product or service failures to the appropriate departments for investigation.
Evaluate user needs, define technical problems, and work with engineering and development staff to determine solutions.
Document field problems accurately for engineers and support personnel.
Interface with factory engineers and manufacturing personnel during product development.
Instruct Fairbanks direct, domestic, and international distributor technicians on proper servicing of Fairbanks products.
Lead hands-on classroom training sessions at company training facilities.
Perform ongoing activities to maintain and enhance overall system performance.
Periodically travel overnight to customer sites to assist service departments with installation, programming, training, and calibration of new or existing products.