Technical Support Specialist

Fairbanks Scales•Overland Park, KS

10d

About The Position

The Technical Support Specialist ensures world-class service for internal and external customers by troubleshooting, resolving, and explaining issues related to industrial weighing products and software. The role provides technical assistance to Fairbanks field service technicians and other technicians through phone and web-based support, and occasionally provides guidance on-site. It collaborates with engineering, sales, service, product development, and corporate teams to improve customer service and product quality, documents field problems, and refers product or service complaints to the appropriate departments for investigation. The specialist evaluates user needs, defines technical problems, works with engineering and development staff to identify solutions, and interfaces with factory engineers and manufacturing personnel during product development. The role also instructs direct, domestic, and international distributor technicians on servicing Fairbanks products, leads hands-on classroom training at company facilities, and performs ongoing activities to maintain and enhance system performance. Periodic overnight travel may be required to assist service departments at customer sites with installation, programming, training, and calibration of new or existing products. The work is performed under general office conditions with moderate noise. The position requires close vision and the ability to focus; regular talking and hearing; frequent sitting, standing, bending, and walking; and repetitive wrist, hand, or finger movements, along with dexterity and hand-eye coordination for computer, telephone, and related office equipment. Regular attendance is an essential function. Fairbanks Scales Inc. is an Equal Opportunity Employer, including Disability/Vets, and conducts post-offer pre-employment drug screening. Background investigations may also be conducted.

Requirements

Two to three years of related experience in the scale industry, electronic services, or an IT-related field.
Proficiency in Microsoft Office products, specifically Excel and Outlook.
Strong working knowledge of electronics, A/D circuits, power supplies, transducers, and industrial communications, including RS232, RS485, 20mA, Ethernet, and 4-20mA analog outputs.
Working knowledge 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 use close vision and focus; regularly talk and hear; frequently sit, stand, bend at the knee and waist, and walk; perform repetitive wrist, hand, or finger movements; and use finger dexterity and hand-eye coordination with computers, telephones, and related office equipment.
Regular attendance is required.

Nice To Haves

Scale industry experience is strongly preferred.

Responsibilities

Provide phone support, troubleshooting guidance, and general assistance with Fairbanks products to field service technicians contacting the central help desk.
Support, assist, troubleshoot, and respond to technicians’ 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 ensure high-quality customer service and products.
Refer complaints involving 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 assist service departments with installation, programming, training, and calibration of new or existing products at customer sites.