Product Technical Support Specialist

美国TSI集团中国公司; Saint Paul (MN); On-site; USD 66,000 - 76,000; Full time

Benefits offered by this job

Health Insurance

401(k) match

Paid time off

Life insurance

EAP

Professional development

Job summary

TSI in Shoreview, MN, is seeking a Technical Support Specialist I to provide technical support to customers, channel partners, OEMs, Regional Sales Managers (RSM) and other TSI offices worldwide.

The role focuses on troubleshooting equipment issues and providing pre- and post-sales support by phone and email, primarily for the Critical Environments and Energy and Comfort value streams.

Qualifications

• Two-year technical or associate degree and a minimum of one year experience in technical support, customer support or related field.
• In lieu of a degree, a minimum of three years of experience in a contact center, technical sales, applications engineering or field support is required.

Responsibilities

• Assist internal and external customers by phone and email, by providing functional support through knowledge sharing and troubleshooting the technical applications of TSI hardware and software for assigned instruments.
• Install and support TSI firmware, software, hardware, and drivers operating within Windows operating systems.
• Read and interpret electrical diagrams and understand low-voltage electrical installation and load calculations.
• Coordinate with appropriate departments to address and resolve customer issues, following each issue through the service cycle to closure.
• Use the Customer Relationship Management system (CRM) to document customer interactions and complaints.
• Determine product needs, recommend replacements for obsolete products, and refer new product sales opportunities to the appropriate salesperson.
• Maintain and enhance product-line knowledge by attending engineering meetings, product development meetings, trainings and seminars.
• Explain TSI policies, processes and requirements to customers as needed.
• Other duties as assigned.

Education

Two-year technical or associate degree

Associate degree in Electrical Engineering Technology

Tools

CRM systems

Windows operating systems

Microsoft Office

Job description

Who Are We?

Do you want to help to make the world a better place? Join our team! At TSI our vision is to create a better world by helping to protect people, products and the environment. We are proud of the wide range of solutions we provide that solve our customers’ problems around the world. From helping to ensure worker safety and understanding air quality to supporting complex highly technical industries such as pharmaceuticals manufacturing, semiconductor, and research customers, TSI employees are part of something special with a purpose.

Location

Shoreview, MN, US, 55126

Who Are We?

Do you want to help to make the world a better place? Join our team! At TSI our vision is to create a better world by helping to protect people, products and the environment. We are proud of the wide range of solutions we provide that solve our customers’ problems around the world. From helping to ensure worker safety and understanding air quality to supporting complex highly technical industries such as pharmaceuticals manufacturing, semiconductor, and research customers, TSI employees are part of something special with a purpose.

Technical Support Specialist I at TSI

The Technical Support Specialist I provides technical support to TSI customers, channel partners, OEMs, Regional Sales Managers (RSM) and other TSI offices around the world. The individual in this role is responsible for troubleshooting equipment issues, answering technical questions, and providing pre- and post-sales support, primarily by phone and email. This role focuses on supporting TSI instrumentation in the Critical Environments and Energy and Comfort value streams.

What Will You Do?

• Assist internal and external customers by phone and email, by providing functional support through knowledge sharing and troubleshooting the technical applications of TSI hardware and software for assigned instruments.
• Install and support TSI firmware, software, hardware, and drivers operating within Windows operating systems.
• Read and interpret electrical diagrams and understand low-voltage electrical installation and load calculations.
• Coordinate with appropriate departments to address and resolve customer issues, following each issue through the service cycle to closure.
• Use the Customer Relationship Management system (CRM) to document customer interactions and complaints.
• Determine product needs, recommend replacements for obsolete products, and refer new product sales opportunities to the appropriate salesperson.
• Maintain and enhance product-line knowledge by attending engineering meetings, product development meetings, trainings and seminars.
• Explain TSI policies, processes and requirements to customers as needed.
• Other duties as assigned.

What Do You Need?

Required

• Two-year technical or associate degree and a minimum of one year of experience in technical support, customer support or related field.
• In lieu of a degree, a minimum of three years of experience in a contact center, technical sales, applications engineering or field support is required.

Desired

• Associate degree in Electrical Engineering Technology or a closely related field.
• Experience in technical sales, applications engineering or field service support experience – HVAC and/or electrical knowledge highly valued.
• Experience using customer relationship management (CRM) systems and related best practices.

Knowledge, Skills, & Abilities

• Strong active-listening skills and a customer-service orientation.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize responsibilities, and manage time effectively.
• High level of integrity and commitment to customer satisfaction.
• Ability to work effectively and collaboratively in a team environment.
• Inquisitive problem-solving approach and strong technical aptitude.
• Proficient with Microsoft Office applications.
• Basic understanding of Android applications and Bluetooth connectivity.

What Can We Give You?

At TSI, our employees are our most valuable assets, and we care about their health and happiness. We offer a competitive benefits program to keep our employees and their family members protected and foster a healthy work-life balance. Additionally, we are committed to employee development and growth, and encourage and foster an environment of collaboration, and innovation. Our work has meaning and the products we design and build help protect people and the environment.

Dress for your day

We want our employees to be comfortable at work and we know they are more productive when they’re comfortable. The dress for your day policy allows employees’ discretion to select appropriate dress for the business of each workday.

Pay & Benefits

Competitive market salary from $66,000 - $76,000 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities may be available and awarded at the discretion of the Company.

Benefits

• Health Insurance: Comprehensive medical, dental, and vision coverage.
• Retirement Plan: 401(k) with company match.
• Paid Time Off Program: Paid time off, paid holidays, and paid floating holidays.
• Other Benefits: Life insurance, employee assistance program (EAP), and professional development opportunities.
• Pay amount does not guarantee employment for any particular period of time.

Legal authorization to work in the United States without the need for sponsorship. We require proof of eligibility to work in the United States.

TSI provides trusted measurement, application guidance, and data analytics solutions that enable our global customers to make informed decisions. We are creating a better world by helping protect people, products and the environment, as well as by optimizing research and industrial processes.

Nearest Major Market

Minneapolis

Job Segment

Technical Support, CRM, Electrical, Electrical Engineering, Application Engineering, Technology, Engineering