Technical Support Specialist 2 at AstroNova Inc – Dallas, Texas
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About This Position
Position Summary/Objective
Technical Support Specialists are responsible for creating an exceptional experience for our customers by providing prompt and professional technical assistance and solutions. Technical Support Specialists provide our customers technical support remotely from the Help Desk Call Center, and onsite field services that include equipment installation, presales activities, training, break/fix repair and routine maintenance. Daily and overnight travel will be required and can include crossing country borders.
Duties and Responsibilities Tier 1
• Respond to customer support requests via phone and email within defined Service Level Agreements (SLA’s)
- Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits
- Perform Depot Repair on customer returned assets and perform maintenance on demo and loaner equipment to keep them in good working condition
- Provide remote and onsite customer installations and training
- Provide technical assistance to the Sales Organization by providing technical support at trade shows and participating in Presales activities to ensure the AstroNova solution meets the customer’s expectations
- Create and maintain support Cases in NetSuite ERP as per defined Standard Operating Procedures (SOP’s)
• Coordinate shipment of replacement/repair and loaner units
- Manage assigned service parts inventory and perform required transactions in ERP as per SOP’s
• Follow up with on all open Customer Cases and issues to ensure timely and satisfactory resolution
- Escalate critical customer technical Cases that need next level of Tier involvement as per SOP’s
• Complete assigned customer related projects
• Continue self-driven internal education regarding the company’s product line
- Achieve both personal and team goals to meet department and company performance targets
Duties and Responsibilities Tier 2
- Includes all Tier 1 Duties and Responsibilities and demonstrating proficiency in these areas.
- Serve as Escalation point for Tier 1 critical Cases as per SOP – Can provide technical guidance and expertise to Tier 1 Technicians
- Serve as mentor and for Tier 1 employees to strengthen technical competencies across the product line and develop them for further advancement opportunities
- Performs escalated repair center activities, as applicable by geography
- Manage Tier Escalated Cases and enter JIRA Issues as per SOP’s
- Respond to low Customer Satisfaction scores and negative feedback with customer outreach and countermeasures as per SOP
- Align and lead Channel Support activities as defined and required in applicable geography
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Functional Requirements and Behaviors – Tier 1 and Tier 2
- Have a ‘Customer First’ attitude that culminates customer trust and loyalty
- Effectively perform a variety of customer support activities, including call center, workshop repair, onsite service, training and sales support
- Knowledgeable and competent in repair of electrical, electronic and mechanical systems with ability to independently troubleshoot and repair technical problems while positively managing the customer relationship
- Technical knowledge of ERP, CRM and Call Center software and operations
- Collaborative working spirit with other departments as required to deliver prompt and professional customer service
- Support the Sales staff as required to provide technical expertise for new and existing projects and at trade shows and exhibitions
- Use your influence to generate new Sales Leads across the entire company’s product portfolio, including equipment, services and consumables
- Identify opportunities for product and process improvement and be engaged in the AstroNova Continuous Improvement culture to produce positive changes
- A positive and cooperative attitude with ambition to learn and develop professionally
- Ability to communicate clearly, concisely and in a timely fashion
- Able to work in a fast-paced environment that requires a flexible schedule driven by customer demand
Required Education and Experience Tier 1
- Technical Program or Associate’s Degree in Electronics, or 5 years of equivalent experience in a technical role
- Minimum of 3-5 years experience providing front line customer facing industrial equipment support and maintenance in a fast-paced technical support role, including both Call Center, Field Service, workshop repair and sales support
- Working knowledge of CMYK printing systems and digital color management tools and techniques
- Minimum of 2 years Field Service experience that involves performing on-site technical diagnosis, repairs, installation and training at customer locations
- Experience within Call Center operations and software
- Experience working in Case Management ERP or CRM system
- Working knowledge of Windows operating systems, machine control software, networks and graphics programs used in the commercial printing industry
- Demonstrate proven ability to provide exceptional customer service and experiences
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- Associate’s Degree in Technical or Engineering discipline, or at least 10 years of equivalent experience
- Minimum of 5 years of direct experience in digital CMYK color printers and wide format presses
- Minimum 5 years of Field Service experience that involves performing on-site technical diagnosis, repairs, installation and training at customer locations
- Expert knowledge of CMYK printing systems
- Working knowledge of digital color management tools and techniques, using commercial applications such as Adobe Illustrator, Photoshop, and RIP (Raster Imaging Processor)
- Working knowledge of color profiles for diagnosing and resolving print quality issues across different substrates and inks
- Minimum of 3 years experience serving in a higher level technical lead or expert role that was responsible for solving escalated issues from Tier 1 Technicians, or that served as a product expert supporting complex technical cases
Special Working Conditions / Travel Requirements
This position can require heavy travel typically occurring Monday through Friday with occasional weekend and holiday work. Field-based Technical Support Specialists (not residing at Headquarters) are responsible for traveling to customer sites and at times to Headquarters in Rhode Island. Technical Support Specialists based out of Headquarters are also expected to travel to customer sites at times.
Valid passport, driver’s license with clean driving record required, and a reliable vehicle.
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Job Location
Job Location
This job is located in the Dallas, Texas, 75261, United States region.