Technical Support Specialist

Duravant • Jonesboro, AR

10d • Onsite

About The Position

FMH Conveyors is adding a Technical Support Specialist to our Lifecycle Services team, responsible for leading the technical support efforts as the liaison between customers and internal resources. This position is responsible for the prioritization, support and execution of all technical support-related jobs and inquiries. This position is expected to analyze technical support requests and provide resolutions for our customers. The Technical Support Specialist is also responsible for analyzing warranty requests, fulfilling quotes for service, and creating SOPs and RCAs to prevent reoccurring issues.

Requirements

• Technical or Associates Degree Preferred
• 3+ years of in-field service experience or troubleshooting support for conveying equipment
• Sound judgement
• Effective interpersonal skills with ability to build relationships and interact with all levels of the organization
• Strong analytical, problem solving, and decision-making skills
• High degree of professionalism with strong communication. leadership skills and teamwork orientation
• Computer skills: Sales Force, MS Office (Word, Excel, Outlook, PowerPoint) and ability to learn new ERP Systems (Epicor); Excel skills should be at the expert level with a high level of experience with pivot tables, VLOOKUP, etc.
• Must be able to travel periodically

Responsibilities

• Manage, handle, and resolve incoming technical support inquiries
• Provide timely support to customers
• Assign or escalate issues to others as required
• Work with customers to ensure PO’s are received timely and accurately
• Liaison between customers and internal resources (engineering, service, parts, etc.)
• Quote service and installation for customers, ensuring accurate pricing and periodic reviews to align with margin expectations
• Utilize SOP’s and RCA’s to address reoccurring issues
• Lead the coordination of the field change activities
• Identify, create, and publish technical bulletins that provide step-by-step troubleshooting and set up assistance for technical support topics
• Observes safety and security procedures; Uses equipment and materials properly; Reports potentially unsafe conditions

Benefits

• competitive compensation
• comprehensive benefit packages designed to support our employees' health, well-being, and financial security
• education and training programs which include an educational assistance program
• paid holidays and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree