Field Tech Support Specialist
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Job Location:
Springfield, VT - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Join New Era Technology where People First is at the heart of everything we do. With a global team of over 4500 professionals were committed to creating a workplace where everyone feels valued empowered and inspired to grow. Our mission is to securely connect people places and information with end-to-end technology solutions at scale.
At New Era youll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts access continuous training and enjoy competitive benefits. Guided by our core attributes putting people first embracing continuous learning and thriving through collaboration and inclusion we nurture our people to deliver exceptional customer service.
If you want to make an impact in a supportive growth-oriented environment New Era is the place for you. Apply today and help us shape the future of worktogether
PRIMARY DUTIES:
- Participates in system deploymentprojectfor established servicearea by delivering installationstartupand/or commissioning support services.
- Provides onsite support byassistingin fault isolation of electro-mechanical systems.
- Identifiesnecessary parts to resolve customer equipment failures.
- Responds onsite to dispatches within requiredtimeframeas specified in customer service level agreements (SLAs) for scheduled and unscheduled services requests.
- Serves the department byparticipatingin the development of service bulletins procedures processimprovementsand other collateral duties asrequired.
- Maintainsaccuratecustomer service records and reports within the Case Management System/CRM.
- Contributes to the creation of Knowledge Articles and other technical-related documentation.
- Serves as a resource to sales personnel for assigned servicearea.
- Recommends improvements to manuals operationalprocessesand procedures as needed.
- Contributes to training course content development and provides training to customers and other field service personnel asrequired.
- Maintains knowledge of new products.
- Other duties as assigned.
COMPENTENCY:
- Positive attitude and collaborative approach in working within a team environment.
- Leadership experience
- Strong customer service skills
- Strong oral and written communications
- Ability to learn and adapt quickly to changes.
- Critical thinking and analytical capabilities in troubleshooting and problem solving.
- Planningorganizingand prioritizing skills.
- Attention to detail.
- Ability to be flexible and handle stressful situations at times.
REQUIRED EDUCATION:
- Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred or an equivalent combination of education and experience to successfully execute the role.
EXPERIENCE:
- Minimum of3years of experience in field service or a similar technical support-related position.
- Prior experience with electro-mechanical equipment servossensorsand actuators.
LANGUAGE SKILLS:
- Englishproficiency
QUALIFICATIONS:
- Experience reading Electrical Schematics.
- Experience working with 200 440-volt equipment (High Voltage)
- Hands on hardware troubleshooting and repair experience (Hands on may be folks who have worked on other products that require parts swapping etc. VS justmonitoringsystems from a keyboard)
- Ability to successfully apply technical knowledge toidentifyroot causes.
- Ability todemonstrateexcellent customer service and communication skills.
- Ability to read basic product drawings electrical schematics and technical specifications.
- Requires the ability to manage priorities effectively.
- Abilityto travel with little notice may berequired.
- Troubleshooting skillsand soundtechnical judgment.
- Ability to work both onsite independently and as part of a team.
- Availability to work extended hours if applicable including participation in a 24/7 on-call rotation.
- Ability to pass customer-specific background check processes if applicable.
PHYSICAL DEMANDS:
- Prolonged periods of working at Customerfacilitiesstanding lifting bending kneeling etc.
- Must be able to lift to 50 pounds at times.
- Travel may berequiredup to approximately 20% of the time.
- Willing to travel when needed.
WORK ENVIRONMENT:
The candidate will workonsiteunderthe directionof the partner leadership team.
New Era Technology LLC. and its subsidiaries (New Era we us or our) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide this we are also committed to providing you with a positive experience on our websites and while using our products services and solutions (Solutions).
View our Privacy Policy here never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training certification equipment or any other purpose it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @. If you suspect fraudulent activity please contact us immediately at .
Required Experience:
IC
Key Skills
- Active Directory
- Technical Documentation
- Windows
- On-Site Support
- Test Equipment
- Linux
- Internet
- Preventive Maintenance
- Technical Assistance
- Troubleshoot
- Problem Resolution
- Setup
- hardware
- Technical Support
- UNIX
