Technical Support Specialist II

Job Description

Job Position Summary

As a Technical Support Application Specialist, you will provide application consultation to all customers, internal and external. You will be expected to keep up to date with our technologies/applications and create a strong relationship with anyone requiring support. Utilizing different technologies and through effective troubleshooting, you will minimize disruption to the customer's operations.

Job Title: Technical Support Application Specialist

Region of coverage: Global

Reports To: Global Technical Support Manager

Group/Division: Analytical Instruments Group (AIG) / Chemical Analysis Division (CAD)

Career Band: Band 5 (Technical Support Specialist II)

• Responsible for providing technical assistance for the Product Inspection line.
• Take ownership of application related cases and proactively provide solutions to global customers.
  Customers are defined as:
  • External: End Users, Machine Builders, OEM, Distributors/channel partners
  • Internal: Field Service Engineers, Sales, Customer Service, R&D personnel, Spare Parts, etc.
• Record and track customer issues using the SalesForce Case Management system
• Meanwhile coverage all PI product lines (Checkweighers, Metal Detection and X-ray), this position will focus expertise in Checkweighing systems.
• Ensure that customers receive first class remote service and support in line with service agreements
• Provide general troubleshooting by sharing
  • Knowledgebase articles, Checkweighing, Metal Detection and X-ray.
  • How-to guides
  • Other documentation and/or media
• When required, manage the escalation process to meet the customer's needs.
  • Escalation may be directed but not limited to:
    • Senior Technical Support Product/Application Specialist
    • Field Service/Application Engineer
    • Customer Service
    • Depot and Repair
    • Sales representative
    • R&D ...
• Provide internal support to other departments on technical aspects, such as
  • Engineering and Quality Control on product quality and reliability improvements.
  • Repairs on warranty claims and repair requests.
  • Product Management on product developments and improvements (NPI's).
• Permanent involvement on Engineering and R&D meetings for latest updates and upgrades on products.
• Broadcast relevant new features and product improvements to Field Service/Application.

• Deliver technical training to customers and help improve product user experience.
• Provide Field Service support on a case-by-case basis and coordinated with the FS Team.
• Make sure to follow up cases to implement and improve Customer Allegiance Score (CAS).
• In addition to the above other duties may be required by the employer to reflect business changes.

• Ability and willingness to travel 15% of time in a yearly basis as required.
• Fluent in spoken and written English, any additional language will be a plus.
• Valid Driving License

• Develop and maintain a service driven customer focus by staying in constant contact with customers, so as to maintain and improve customer satisfaction levels and drive business opportunities.
• Earn and maintain customer loyalty by:
  • increasing your customer awareness.
  • providing effective and professional assistance to your customers.
  • forming enduring and trusting relationships with your customers.
  • being the foremost and single point of contact for your customer whenever practical.
  • recognizing your customers' needs and showing you care.
  • being accountable to your customers.

• Bachelor's or Master degree preferred in Electronic, Mechanical or Mechatronic engineering or equivalent years of work experience with demonstrated required skills.
• Basic knowledge of radiation measurement technology is a plus.
• Knowledge of mechanics.

• A minimum of 5+ years of experience in Field Service and/or Technical Support, preferably in an industrial equipment-manufacturing environment
• Experience with the product type specified in the key responsibilities section is highly recommended.
• Prior training experience desired
• Must be able to communicate effectively with a wide variety of people and have strong interpersonal skills
• Have a thirst for continuing improvement through the use of innovative technology solutions

• Proficient in Microsoft applications including Microsoft office.
• Strong analytical skills.
• Organizational skills with an ability to prioritize manage time effectively and meet agreed deadlines.
• Effective interpersonal, communication and listening skills.
• A dedication and commitment towards displaying a professional and positive attitude to work.
• An ability to think strategically and laterally in order to maximize business opportunities.
• An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.
• Ability to create and foster meaningful and beneficial partnerships with our customers