Field & Factory Technical Support Specialist

Mokon; Buffalo (NY); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Job summary

Mokon in Buffalo, NY is seeking a customer service technician to provide technical support to customers and representatives and perform repairs on systems in the factory or field. You will assist with start-up, troubleshooting, and training while handling warranty claims and part pricing.

Responsibilities include coordinating service centers for nationwide coverage, training sales staff on customer service, and acting as a backup to Service personnel in line with ISO 9001 work instructions.

Qualifications

• A 2 year technical degree and/or training
• Or equivalent combination of education and experience
• Experience with MS Excel, Word, Access, PowerPoint and Outlook is required

Responsibilities

• Perform repair work and preventative maintenance on systems and equipment in the factory and in the field.
• Provide customer service to customers via phone, fax, e-mail, and in person for start-up, trouble-shooting purposes, or training classes.
• Define warranty claims and provide customer with estimates on repairs (in-house) and pricing and availability of parts to fix problems in field.
• Assist with the return authorization of units and parts. Track system issues in field and report through RM log.
• Assist the Service Manager set-up, train and manage network of trained Customer Service Centers to provide nationwide coverage.
• Provide customer service training to sales representatives.

Skills

Customer service

Troubleshooting

Technical support

Communication skills

Education

2-year technical degree or training

Tools

MS Excel

MS Word

MS Access

PowerPoint

Outlook

Job description

Mokon in Buffalo, NY is seeking a customer service technician to provide technical support to customers and representatives and perform repairs on systems in the factory or field. You will assist with start-up, troubleshooting, and training while handling warranty claims and part pricing.

Responsibilities include coordinating service centers for nationwide coverage, training sales staff on customer service, and acting as a backup to Service personnel in line with ISO 9001 work instructions.