Specialist - Tech Support

Snap-On Tools; Conway, Town of Union (AR, NY); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Specialist-Technical Support to enhance customer experience with their innovative equipment. In this role, you will provide vital support to both internal and external customers, ensuring they can effectively operate and troubleshoot complex products. Your expertise will contribute to product improvements and training initiatives, making a significant impact on the team's success. If you thrive in a dynamic environment and have a passion for technology and customer service, this opportunity is perfect for you.

Qualifications

• 3-5 years of technical support experience required.
• Ability to read electrical schematics and troubleshoot PC problems.

Responsibilities

• Provide technical support for Snap-on Equipment products.
• Document calls and maintain information databases.
• Develop and conduct training programs for field personnel.

Skills

Technical Support

Troubleshooting

Communication Skills

Technical Writing

Presentation Skills

Project Coordination

Job description

Overview

We are looking to add Specialist-Technical Support to our team to provide technical support for complex Snap-on Equipment products to internal and external customers including troubleshooting, documentation, and training for assigned product line. This position will work with engineering and training as new products are developed and rolled out.

Responsibilities

• Provide support for internal and external customers including proper equipment operation, use and diagnosis, and troubleshooting problems for field technicians.
• Analyze product performance to identify problems, make recommendations to improve and enhance products, and work with internal and external sources to resolve problems.
• Support new product implementation by working closely with Engineering and field personnel as products are developed and updated to make recommendations and resolve problems.
• Document incoming calls. Develop and maintain information databases, as required.
• Work with the Training & Documentation group to write technical documentation on products for field technicians use including service bulletins, installation instructions, and service manuals.
• Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.
• Act as a resource for others, as needed.
• Keep abreast with industry standards and emerging technology.
• Other duties as assigned.

Qualifications

• 3 - 5 years field service or technical support experience.
• Demonstrated knowledge of a broad range of products across multiple product lines.
• Ability to read electrical schematics and pneumatic diagrams.
• Ability to troubleshoot a variety of PC problems.
• Excellent communication skills – both verbal and written, including technical writing skills.
• Presentation skills with prior training experience, preferred
• Demonstrated organizational skills, leadership ability, and project coordination.
• Demonstrated ability to work cross-functionally.