Technical Support Specialist
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Job Location:
Jonesboro, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
FMH Conveyors a member of the Duravant family of operating companies designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability and reliability FMH Conveyors products are engineered to support material handling applications for distribution centers e-commerce parcel post retail stores and a variety of manufacturers to help maximize productivity and increase efficiency.
As a Duravant Family Company FMH Conveyors participates in global Diversity Equity and Inclusion programs as well as Doing Good initiatives to support our addition to a culture that promotes long term career satisfaction with opportunities for personal and professional growth FMH Conveyors offers an excellent total rewards package that includes:
- Compensation: We offer competitive compensation
- Benefits: We have comprehensive benefit packages designed to support our employees health well-being and financial security
- Development: We have education and training programs which include an educational assistance program
- Time Off: We offer paid holidays and paid time off
- Driven Team Members: We have a cross-functional collaborative environment focused on delivering results
- Core Values: Our core values are Teamwork Respect Integrity Winning Spirit and Sense of Urgency
- Culture: We are driven by our number one asset - our employees and their successes
- Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.
FMH Conveyors is adding aTechnical Support Specialistto 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.
POSITION DUTIES & RESPONSIBILITIES include the following other duties as assigned.
- 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 POs 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 SOPs and RCAs 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
POSITION REQUIREMENTS:
- EDUCATION: Technical or Associates Degree Preferred
- EXPERIENCE: 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
PHYSICAL REQUIREMENTS:
- While performing the duties of this job the employee is regularly required to communicate. The employee is frequently required to stand sit and walk. Specific vision abilities required by this job include close vision and color vision.
WORK ENVIRONMENT:
- Office and manufacturing environment
ADDITIONAL INFORMATION:
FMH Conveyors a member of the Duravant family of operating companies designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability and reliability FMH Conveyors products are engineered to support material handling applications for distribution centers e-commerce parcel post retail stores and a variety of manufacturers to help maximize productivity and increase efficiency.
Required Experience:
IC
Key Skills
About Company
Marlen enables customer success through trusted and robust food processing solutions, application know-how, process expertise and engineering customization.
