Product Technical Support Specialist in Clearwater, Florida at DOUGLAS MACHINES CORP

The Product Technical Support Specialist provides technical phone support to Customers, Third-party Service Providers, and the Field Service team (customers) for issues that require in-depth technical knowledge and/or access to the company’s engineering documentation and knowledge base. This role drives complete resolution to field based product issues. As a product expert with significant problem identification knowledge and product expertise, this role is expected to assess and address all incoming issues and as required, collaborate with other internal stakeholders where appropriate. As required the Specialist will review and correct electrical schematics issued by engineering prior to and after product build and installation.

The Specialist leverages their expert experience with the products, in-depth understanding of the products installation, operation, and application, and troubleshooting experience to resolve issues quickly. Inquiries may include troubleshooting, repair, and corrective maintenance advice related to controls, electrical, mechanical, piping, and electronics issues.

Specialists must manage the customer to de-escalate the situation while resolving the issue(s) or ensure a smooth hand off to other internal stakeholders. They will be accountable to address through resolution, critical customer issues and notify/inform supervision appropriately as issues need escalation. The Specialist manages customer relationships to boost customer retention and satisfaction while working closely with various internal departments to optimize service operations and uphold our commitment to customer satisfaction. This role may require work after normal business hours and weekends on occasion.

KEY DUTIES and RESPONSIBILITIES
• Being the first line of support and contact for customers with parts, service, or technical issues.
a. Responds to customer inquiries, resolves issues, and escalates complex problems to the appropriate personnel.
b. Troubleshoots equipment that is not functioning or not functioning as expected or built.
c. Effectively provides customers with technical assistance with the proper operation and maintenance of the installed equipment.
• Assists in resolving scheduling conflicts or emergencies that may arise during Third-Party Service Provider service calls.
• Assists the Douglas Field Service Technicians.
a. Provides troubleshooting input to resolve issues with commissioning new machines and repairing existing machines
b. Works closely with the Field Service Installation Coordinator to ensure necessary parts support is provided both before the engineer is dispatched and while they are onsite.
• Proactively handles inbound calls, emails, and texts/chat to provide product technical support to customers and makes outbound calls, emails, and texts/chat in response to inquiries in a timely manner.
• Utilizes business systems, MS Office software, and web-based software as required to provide quotes, place parts and service orders, advise of lead-times, tracking information, and place order corrections.
• Utilizes the SalesForce customer relationship management (CRM) system to document tech assist actions, assisting in maintaining equipment history.
• Provides customers with technical drawings, parts lists, and manuals for customer specific machines
a. Reviews and updates electrical schematics prior to and after product build and installation using AutoCAD.
b. Reviews and provides inputs for machine technical manuals
c. Creates and provides customers with spare parts lists by customer specific machines.
d. Provides the customer with other documentation as required.
• Works closely with departmental peers and utilizes skills obtained, documentation, and various methods to perform their role in delivering effective and efficient customer service.
• On occasion assists in machine testing and factory acceptance tests (FAT).
• Assist less experienced departmental Customer Service Representatives, as necessary.
• Fosters clear communication between the various internal company departments (i.e., Engineering, Application Engineering, Procurement, Sales, Production, and Management).
• Identifies areas for improvement and communicates them to supervision for review and implementation.
• Maintains and prepares reports as requested by supervision.
• Alerts supervisor when there is an absence of information or tools for completing their key responsibilities.

QUALIFICATIONS and TRAINING
• A high school/trade school diploma and a minimum of 4 years’ experience working on commercial or industrial equipment in the Original Equipment Manufacturers (OEM) facility or in the field and a minimum of 3 years’ experience relative to troubleshooting electrical control systems, conveying systems, and fluid flow systems. Industrial ware washing equipment experience is a plus.
• An associate degree in mechatronics/mechanical engineering technology/electrical engineering technology is a plus
• Understanding the theories of combustion, heat transfer, fluid distribution, hydraulic, pneumatic, conveyance, process controls, and electrical systems are required.
• Ability to read engineering documents, including mechanical and electrical prints/schematics.
• Experience with project management is a plus.
• The ability to utilize AutoCAD to modify electrical diagrams/ schematics is a plus.
• Ability to instruct customers to troubleshoot and diagnose problems with malfunctioning equipment using proper tools and testing apparatus.
• Strong communication skills, both verbal and written.
• Exceptional organizational skills, attention to detail, and multitasking abilities.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Customer-focused with a commitment to providing excellent service.
• Ability to be reliable, responsible, dependable, and fulfill obligations.
• Ability to remain calm and make quick, informed decisions in high-pressure situations.
• Knowledge of the commercial or industrial equipment industry and service offerings is a plus.
• Proficiency in Microsoft Suite Applications (Word & Excel), as well as Internet software and E-mail, is required.
• Proficiency in AutoCAD is a plus.
• The employee is occasionally required to lift 50 pounds.
• This position may require periodic travel (up to 25% of the time).
• This position is not a full-time remote position.