MAJOR ACCOUNTABILITIES/RESPONSIBILITIES OF JOB: Assists engineering in product testing and troubleshooting Performs customer technical support (phone and email) to quickly resolve technical problems, questions and installation issues without the need to return the product Researches, diagnoses, troubleshoots, and resolves customer issues Assists manufacturing in mechanical and/or electrical assemblies Supports custom assemblies and proto-typing Works with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to engineering Utilizes the RMA process to bring failed product in from the field and perform root cause failure analysis upon request Provides feedback on failures to engineering to support product improvements and new developments Follows up with new customers to assist and ensures installation of product has been completed Provides feedback to help improve manuals and other documentation Strives for continuous personal development of product & application knowledge, business operations, and industry standards Performs ancillary duties as needed
KNOWLEDGE AND SKILL REQUIREMENTS: College Degree in Electronics or equivalent work experience required 5+ years’ experience in a technical product support role preferred Knowledge of industrial instrumentation an asset Excellent Communication Skills, verbal and written Excellent Client Facing Skills Strong problem solving skills Extensive knowledge of Microsoft Office Possess strong organizational skills Self-motivated and able to investigate, listen and make decisions based on data presented on new topics not previously known
