Product Specialist - Technical Support

Snap-On Tools; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Snap-on Tools seeks a field service technician to provide installation, training and ongoing support for our Tool Control systems in the Dallas area. This role combines on-site travel (60–80%) with remote assistance and requires independent problem solving.

You will work with Engineering and Sales to implement products, document issues, and maintain information databases, while staying current with changing industry standards and emerging technology.

Qualifications

• Associate degree in related field with 1-3 years of experience or equivalent work experience; a Bachelor's degree preferred
• 1-5 years of field service or technical support experience
• Basic mechanical ability and basic equipment repair skills
• Strong problem-solving skills with the ability to work independently
• Customer focused
• Ability to learn a broad range of products across multiple product lines
• Computer skills: Proficiency with Windows operating systems, as well as Office 365, experience in using Service Ticket systems
• Ability to add PCs to a network and troubleshoot basic PC problems
• Excellent communication skills - both verbal and written, including technical writing skills
• Presentation skills with prior training experience
• Demonstrated organizational skills, leadership ability, project coordination capabilities
• Demonstrated ability to work cross-functionally
• Must be able to pass background check to gain access to military and government facilities

Responsibilities

• Provide implementation, customer training, and ongoing troubleshooting and maintenance for Snap-on Tool Control systems.
• Make recommendations to improve and enhance products and work with internal and external sources to resolve problems.
• Support and install new product implementation by working closely with Engineering and Sales personnel as products are developed and provided to Client.
• Document incoming calls. Develop and maintain information databases as required and utilize data to prepare for service calls.
• Coordinate service activities on assigned products.
• Act as a resource for others as needed.
• Keep abreast with changing industry standards and emerging technology.
• Participate in special projects as needed.
• Follow company policies and procedures.
• Travel to customer facilities including overnight domestic travel.
• Other duties as assigned.

Skills

Problem solving

Customer focus

Communication skills

PC networking

Technical writing

Education

Associate degree or equivalent

Bachelor's degree preferred

Job description

Overview

Who we are:

People know Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader. With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value. We work hard together. We grow together. We are one Snap-on team.

Provide installation and technical support for the most complex Snap-on products to internal and external customers including troubleshooting, documentation and training for assigned product line. Remote work in the Dallas, TX area. Travel is about 60-80% of the role.

Responsibilities

• Provide implementation, customer training, and ongoing troubleshooting and maintenance for Snap-on Tool Control systems.
• Make recommendations to improve and enhance products and work with internal and external sources to resolve problems.
• Support and install new product implementation by working closely with Engineering and Sales personnel as products are developed and provided to Client.
• Document incoming calls. Develop and maintain information databases as required and utilize data to prepare for service calls.
• Coordinate service activities on assigned products.
• Act as a resource for others as needed.
• Keep abreast with changing industry standards and emerging technology.
• Participate in special projects as needed.
• Follow company policies and procedures.
• Travel to customer facilities including overnight domestic travel.
• Other duties as assigned.

Qualifications

• Associate degree in related field with 1-3 years of experience or equivalent work experience; a Bachelor's degree preferred
• 1-5 years of field service or technical support experience
• Basic mechanical ability and basic equipment repair skills
• Strong problem-solving skills with the ability to work independently
• Customer focused
• Ability to learn a broad range of products across multiple product lines
• Computer skills: Proficiency with Windows operating systems, as well as Office 365, experience in using Service Ticket systems
• Ability to add PCs to a network and troubleshoot basic PC problems
• Excellent communication skills - both verbal and written, including technical writing skills
• Presentation skills with prior training experience
• Demonstrated organizational skills, leadership ability, project coordination capabilities
• Demonstrated ability to work cross-functionally
• Must be able to pass background check to gain access to military and government facilities

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran

We strongly encourage people of color, the LGBTQ+ community, veterans and active-duty military, parents, individuals with disabilities, and individuals from all cultural backgrounds to apply. Snap-on is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices and laws. Snap-on strictly prohibits and does not tolerate, discrimination against applicants, associates, and any required …