2nd Level Support Industrial Systems

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For our location inRichmond VAwe are looking for a

2nd Level Support Specialist

From Troubleshooting to Training Be the Go-To Expert

We are seeking an experiencedTechnical Support Specialistwhose expertise will be valued as you join our team. As a2nd 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 assist customers and technicians with basic equipment troubleshooting and parts-related questions.

Your tasks

• Assist customers and field technicians in diagnosing and resolving mechanical electrical and software machinery-related issues.
• Provide technical support via phone chat or email to resolve ticket issues promptly.
• Document all service calls troubleshooting steps and repairs in detailed service reports.
• Utilize diagnostic tools and software to identify problems and recommend appropriate solutions.
• Provide recommendations on spare parts and tools. and other resources necessary for effective maintenance.
• Follow up on service calls to ensure customer satisfaction and identify additional support needs.
• Educate customers and technicians on safety best practices related to machinery operation and maintenance.
• Develop and deliver training programs and materials tailored to customer needs.
• Stay current with the latest developments in machinery and industry best practices through ongoing training and education.
• Provide regular reports to management on support activities joint issues and areas for improvement.
• Gather feedback from customers and field technicians regarding machinery performance and relay this information to the product development team for continuous improvement.
• On-site expert technical assistance
• Technician training

Your profile

• Degree in Mechanical Engineering Electrical Engineering Network Engineering or a related technical field.
• 1-2 years of related work experience either in a hands-on maintenance role or in a support capacity will also be considered.
• Physical ability to work in environments with heavy machinery which may involve lifting up to 50 lbs.
• Hands-on experience with specific software used in the industry (e.g. setup configuration maintenance and support).
• Ability to interpret technical manuals and schematics.
• Proficiency in using diagnostic tools and software for troubleshooting mechanical and electrical issues.
• Knowledge of repair techniques and familiarity with parts management
• Ability to create and interpret technical documentation including service bulletins manuals and reports.
• Experience working in cross-functional teams including engineers IT professionals and end-users.
• Excellent verbal and written communication skills for interacting with clients team members and other stakeholders.
• Strong customer service skills with the ability to explain complex technical concepts to non-technical users.