Field Technical Support Rep-1

eTeam Inc; Davidson (NC); On-site; USD 26,000 - 29,000; Full time

Job summary

eTeam Inc seeks an on-site Field Support Specialist to install, service, and repair systems and equipment for customers in the Davidson area. You will answer questions, resolve issues, and coordinate with engineers and managers for follow-up testing and troubleshooting.

Responsibilities include training customers on operation and maintenance, handling technical and administrative matters for projects, and contributing to design and test planning with client engineers to ensure the product

Qualifications

• High school diploma or G.E.D. required.
• 2+ years of field support experience.
• Experience with company hardware, software and equipment.
• Experience with customer technology and support requirements.
• Experience with process/system design concepts.
• Experience with programming languages, operating systems and software.

Responsibilities

• Install, service and repair customer systems on-site.
• Answer questions and resolve issues for customers.
• Refer issues to appropriate personnel for follow-up, testing and troubleshooting.
• Instruct customers in operation and maintenance of systems/equipment.
• Liaise with customers on administrative and technical matters for projects.
• Perform analyses and prepare reports on system problem trends.
• Assist in applying engineering principles to system design and modeling.
• Collaborate with client's engineers to gather info for solution design.
• Translate engineering design into software design and test plans.
• Test final product and verify it performs as planned.
• Assist in designing basic technical programs for projects.

Skills

Field support

Customer interaction

Troubleshooting

Team coordination

Education

High school diploma

G.E.D.

Job description

Pay Rate: $19 - $21/Hour

Job Description:

• Provides on-site field support to customers including installation, and servicing and repairing of systems and equipment.
• Answers customer questions and resolves issues.
• Refers other issues/questions to appropriate personnel/service area/manager for follow up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analyses and prepares reports on system problem trends and issues.
• Assists in applying engineering principles and practices as they relate to system design, process flow and/or discrete modeling.
• Interacts with the client's engineers, as necessary, to gather information, design changes, requirements, etc. to compile information for the overall solution design.
• Assists in translating the engineering design into software design and development of test plans to verify logic of new or modified technical programs.
• Performs testing of the final product and works with the client's engineers to assure that the product performs as planned.
• Assists in the design of basic technical programs for projects or enhancements to existing programs.

Basic Qualifications:

• High school diploma or G.E.D.
• Two or more years of field support experience
• Experience working with the company's hardware, software and equipment products
• Experience working with customer technology and support requirements
• Experience working with process and/or system design concepts
• Experience working with appropriate programming languages, operating systems and software
• Experience working with engineering principles and practices

Other Qualifications:

• Interpersonal skills to work with customers and other unit personnel
• Analytical and problem solving skills
• Communication skills
• Time management and organizational skills
• Ability to resolve non-complex hardware and equipment problems
• Willingness to travel

Work Environment:

• Office environment
• May require weekend work
• May require shift work