Technical Support Specialist
Are you a natural troubleshooter with strong technical knowledge? The ideal candidate for this position will posses strong mechancial and electrical experience paired with excellent communication skills. Providing top-tier support for our customers via phone, video, and email while communicating with field service technicians and engineers is an essential function for this role.
We have fun and relaxed workplace culture, a solid benefits package, and significant opportunity for growth for the right person.
Join the team at a Milwaukee Journal Sentinel Top Workplace and Sheboygan County's Manufacturer of the Year today!
Application for United States only. Job openings in other locations, please click here.
Description
The Technical Support Specialist position offers an exciting opportunity to provide support to customers and technicians in resolving troubleshooting, warranty, mechanical, or electrical issues. As the single point of contact for technical support, you'll collaborate with customers through phone, virtual, and email interactions. Your role will involve researching and seeking resolution support from other departments, building positive relationships with customers, and making recommendations to enhance customer satisfaction. You'll have the chance to showcase your strong problem-solving skills, ability to comprehend customer requirements, and proficiency in reading electrical schematics. With a focus on continuous improvement and industry training, this position allows you to be part of a dynamic team, working together to troubleshoot and find innovative solutions.
Location
Oostburg, WI - USA
Hours
Mon - Fri
7:30 AM - 4:00 PM (can be flexible)
Travel
Travel may be required occasionally.
Reports to
Service Manager
for the Technical Support Specialist opening
Job Requirements
- Experience with networking and communication hardware and protocols.
- Strong oral, written, and listening communication skills.
- Ability to use hand tools and basic electronic measuring devices.
- Ability to understand and operate Viking packaging machinery including but not limited to set-up, checkout and demo runs.
- Ability to read electrical schematics and troubleshoot wiring.
- Ability to use Microsoft Office software, Teams, Sales Force, and various Viking Masek systems.
- Strong time management with the ability to multi-task and work on multiple problems and platforms simultaneously.
- Possess strong problem-solving skills to determine both temporary and permanent solutions based on analysis of the root cause.
Job Duties & Responsibilities
- Single point contact for technical support.
- Work with customers on a daily basis via phone, virtual and email.
- Research unknowns and seek out resolution support from other departments as needed.
- Study and standardize procedures to improve efficiency.
- Build positive relationships with customers.
- Makes recommendations to customers and management as needed.
- Comprehend customer requirements and make appropriate recommendations/briefings.
- Document support calls and updates in service call log.
- Follow up with customer to see through to resolution.
- Assign weekly after-hours support and follow up from previous night’s calls daily with the technician and customer.
- Debrief service manager or engineering manager on support that requires escalation to resolve.
- Transition service calls requiring VMCZ to engineers internally.
- Troubleshoot with Viking field service technicians to support, resolve or escalate issues.
- Work with Viking field service technicians to collect and send urgent parts to job sites.
- Collect and review support documentation for after project upgrades in the field.
- Ensure technical documents are reviewed for remote changes, updated, stored in customer file and sent to customer.
- Work with customers on samples of product or film sent in for testing.
- Follow up with customers for post resolution or new installation support and feedback.
- Relay new troubleshooting discoveries to internal service teams.
- Other job duties as assigned by the service manager.
Other Misc. Duties
- Always sell the Viking Value Proposition.
- Attend Tradeshows when necessary from a Technical resource.
- Continuous improvement and industry training upkeep.
- Occasionally works in proximity to moving mechanical parts.
- The noise level in the work environment is usually moderate.
- While performing the duties of this job, the employee is occasionally required to sit, stand, walk, climb, balance, stoop, kneel, crouch or crawl, and/or reach above shoulders.
- May occasionally travel on company business.
- Adhere to company and departmental SOP’s.
- Willing to work with a team to troubleshoot problems.
- Team player that is a highly disciplined, problem-solver with a strong work ethic.
- Commitment, Accuracy, Accountability, Communication, Closure.
