2nd Level Support Specialist

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For our location inRichmond VAwe are looking for a

2nd Level Support Specialist

Solve. Support. Succeed as a 2nd Level Support Specialist!

We are seeking an experienced Product Support Specialist to join our on-site training department. As a 2nd Level Support Specialist your role is crucial to our success as you will be providing remote product support to customers and technicians. Working within a team of experienced support specialists and dispatchers you will be able to assist customers and technicians with basic equipment troubleshooting and parts questions.

Your tasks

• Installations troubleshooting on products or systems remotely
• 1st level remote support in case of a technical issue
• If a remote solution is not possible technical pre-clarification in preparation of onsite visit
• Qualification of service calls
• Case distribution and observation with 2nd level support/Global Support
• Ensure to give support only to eligible persons
• Documentation of service calls in CRM
• 2nd Level Support for field service technicians on-site and the remote technician with technical questions
• Carrying out fault analysis and troubleshooting via remote access
• If necessary pre-qualification of the fault and forwarding
• Service-side support for key account customers
• Collaboration in customer projects
• Analyzing error messages developing and documenting solutions
• Preparation of technical documentation for service technicians and occasional training
• Conducting training courses product/troubleshooting training for customers and staff

Your profile

• Associate degree or equivalent completion of military/technical school related to applied field.
• 1-2 years related experience/training or equivalent combination of education and experience.
• Good analytical skills. Capability of reading wiring diagrams schematics and spare part break downs.
• Ability to troubleshoot on a next level with customers and technicians.
• Knowledge of Windows programs i.e. Word Excel and PowerPoint.
• Experience in SAP or ability to learn applications within SAP.
• Proficiency with the use of hand and power tools.
• Able to lift 50lbs.
• Ability to improve existing production processes by implementing automation.
• Valid drivers license and good driving record needed.
• Can listen to customer concerns and takes time to explain all job-related topics efficiently and effectively.
• Proven initiative and a professional can do pleasant attitude.
• Customer focused and self-motivated.
• Detail oriented.
• Strong organizational and time management skills.
• Able to pass a criminal background check and pre-employment drug screen