Technical Support Coordinator

CEIA USA; Hudson (OH); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Paid training opportunities

Educational assistance

Paid time off 20 days annually

Paid holidays including Christmas and

Premium health benefits

Medical plan with deductible

Job summary

CEIA USA, headquartered in Hudson, OH, is a leading manufacturer of security screening equipment. The Technical Support Coordinator will be the first point of contact for customers needing technical assistance, manage service tickets, and coordinate field service activities to ensure timely, high-quality support.

The role requires strong organization, customer focus, and technical inclination. The ideal candidate will handle first-level troubleshooting, document interactions, and assist in

Qualifications

• Must have a high school diploma; technical education or 2-4 years in a technical role is required.
• 2+ years of experience in technical support and data entry experience required.
• Experience in electrical/electronic and mechanical fields is strongly preferred.

Responsibilities

• Serve as the primary contact for incoming technical support calls and service requests.
• Evaluate issues and create accurate service tickets in the service management system.
• Provide first-level troubleshooting and live phone support; escalate complex issues as needed.
• Document all interactions, troubleshooting steps, and resolutions.
• Schedule technician site visits for installation, maintenance and repair of equipment.
• Assist field technicians with daily/weekly agendas and required documentation.
• Maintain service calendars and related resources for effective job completion.
• Communicate effectively with customers throughout the service process.

Skills

MS Office

MS Outlook

WebEx

Attention to detail

Technical training

Education

High school diploma

Technical education or related degree 2-4 years experience

Tools

Service management system

Job description

Who is CEIA USA? Headquartered in Hudson, OH, CEIA USA is a world leading manufacturer of security screening equipment, specializing in the design, engineering and production of a complete range of devices including: Walk-Through, Hand-Held, Table-Top and Ground Search Metal Detectors, Bottled Liquid Scanners, Non-Metallic Cargo Inspection and Loss Prevention Systems. CEIA USA provides nationwide sales, service and customer support to public (federal, state and local governments) and private sector customers in North America. Dynamic solutions are the foundation of CEIA USA's commitment to customer satisfaction. www.ceia-usa.com

Brief Description

The Technical Support Coordinator is responsible for assisting with the administration of field service activities while serving as the first point of contact for customers requiring technical assistance. This role is responsible for evaluating incoming technical support requests, providing first-level troubleshooting, creating and managing service tickets, coordinating field service activities, and ensuring technicians have the information and resources needed to deliver exceptional customer service. In addition, the role acts as a true backup to the Service Scheduler. The ideal candidate is highly organized, customer-focused, technically inclined, and capable of managing multiple priorities in a fast-paced environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Technical Support

• Serve as the primary contact for incoming technical support phone calls and electronic service requests.
• Evaluate customer issues and create accurate service tickets within the company's service management system.
• Provide first-level technical troubleshooting and live phone support to resolve customer issues whenever possible.
• Escalate complex technical issues, critical customer concerns, or matters impacting business operations to the appropriate technical personnel or management.
• Document all customer interactions, troubleshooting steps, and resolutions.

Field Service Coordination

• Scheduling technician’s site visits for the installation, maintenance and repair of equipment.
• Assist the Field Service Technicians with daily/weekly agendas.
• Provide the Field Service Technicians with necessary documentation for each visit.
• Use excellent customer service ability to assess service needs and communicate effectively throughout the service process.
• Data entry for customer documentation and parts ordering.
• Customer follow up and after-action assessment.
• Reporting of service timelines and activity to executive team.
• Assist in diagnosing and prioritize based on customer needs.
• Calendar Management: Keeps the service calendar in outlook up to date with all order information including sales order, alternate contact information, and any other resources the technician may need to complete the job effectively.
• WebEx Teams: Maintains all service-related spaces in WebEx teams related to third party service provider activities.

Required Qualifications

• Ability to successfully complete Technician and Engineer level training curriculums provided by the organization.
• Knowledge in Microsoft Office
• Knowledge in Microsoft Outlook
• Strong attention to detail
• Working knowledge of WebEx is preferred

Education, Experience, And Knowledge

• Education: Must poses a high school diploma. Technical Education and Degree or 2-4 year's experience in a technical role is required.
• Experience: 2+ years of experience in technical support and previous data entry experience required.
• Experience in electrical/electronic and mechanical fields is strongly preferred.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions

This job primarily operates in a professional office environment. This role routinely uses standard office equipment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk and hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds. Specific vision abilities are required by this position that include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Upon technician certification, this position could have limited travel and working conditions would be dynamic and vary based on assignment.

Supervisory Responsibility

This job has no supervisory responsibility.

AAP/EEO

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Summary

At CEIA USA, we believe that taking care of our people is the key to building a thriving, high-performing team. That's why we offer a comprehensive and market-leading benefits package, designed to support your well-being both inside and outside of work.

• Paid Training opportunities to enhance your Career, and Educational Assistance
• A Rich Paid Time Off Plan—20-day (4-week) annual accrual starting at DOH that progressively increases with tenure.
• Select Paid Holidays, including the FULL period between Christmas and New Years - paid as Holiday Time.
• Premium health benefits, and wellness resources to keep you and your family supported.
• Medical Plan options that include a $250/$500 PPO Deductible that is lucratively subsidized by the Company.
• Company Paid life insurance, short term disability, and long term disability.
• 401(k) with % match that is only capped by IRS maximums, and profit sharing; subject to eligibility requirements.
• Annual Bonus Potential after 1 full year of employment.

Check out our products at: https://www.ceia-usa.com/