Technical Support Specialist

FMH Conveyors; Jonesboro (AR); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Education assistance

Paid time off

Volunteer opportunities

Job summary

FMH Conveyors in Jonesboro, AR is seeking a Technical Support Specialist to lead the technical support efforts as the liaison between customers and internal resources. This role prioritizes, supports, and executes all technical support inquiries, analyzes warranty requests, fulfills service quotes, and drafts SOPs and RCAs to prevent recurrence.

The position requires coordination with engineering, service, and parts teams, strong analytical skills, and the ability to travel periodically to

Qualifications

• Technical or Associates degree preferred.
• 3+ years of in-field service experience or troubleshooting for conveying equipment.
• Strong analytical and problem-solving skills.
• Excellent communication and teamwork.
• Ability to travel periodically.

Responsibilities

• Manage, handle, and resolve incoming technical support inquiries.
• Provide timely support to customers.
• Assign or escalate issues to others as required.
• Liaison between customers and internal resources (engineering, service, parts, etc.).
• Quote service and installation for customers, ensuring accurate pricing and periodic reviews to align with margin expectations.
• Utilize SOPs and RCAs to address recurring issues.
• Lead the coordination of field change activities.
• Identify, create, and publish technical bulletins that provide step-by-step troubleshooting and setup assistance.

Skills

In-field service experience

Troubleshooting

Customer interaction

Communication

Education

Technical or Associate's Degree Preferred

Tools

Sales Force

MS Office

Epicor ERP

Job description

FMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors, while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability and reliability, FMH Conveyors products are engineered to support material handling applications for distribution centers, e-commerce, parcel post, retail stores and a variety of manufacturers to help maximize productivity and increase efficiency.

As a Duravant Family Company, FMH Conveyors participates in global diversity, equity, and inclusion programs, and doing good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, FMH Conveyors offers an excellent total rewards package that includes

• Compensation: We offer competitive compensation
• Benefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial security
• Development: We have education and training programs which include an educational assistance program
• Time Off: We offer paid holidays and paid time off
• Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results
• Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
• Culture: We are driven by our number one asset - our employees, and their successes
• Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.

FMH Conveyors is adding a Technical Support Specialist to our Lifecycle Services team, responsible for leading the technical support efforts as the liaison between customers and internal resources. This position is responsible for the prioritization, support and execution of all technical support-related jobs and inquiries. This position is expected to analyze technical support requests and provide resolutions for our customers. The Technical Support Specialist is also responsible for analyzing warranty requests, fulfilling quotes for service, and creating SOPs and RCAs to prevent reoccurring issues.

POSITION DUTIES & RESPONSIBILITIES

• Manage, handle, and resolve incoming technical support inquiries
• Provide timely support to customers
• Assign or escalate issues to others as required
• Work with customers to ensure PO’s are received timely and accurately
• Liaison between customers and internal resources (engineering, service, parts, etc.)
• Quote service and installation for customers, ensuring accurate pricing and periodic reviews to align with margin expectations
• Utilize SOP’s and RCA’s to address reoccurring issues
• Lead the coordination of the field change activities
• Identify, create, and publish technical bulletins that provide step-by-step troubleshooting and set up assistance for technical support topics
• Observes safety and security procedures; Uses equipment and materials properly; Reports potentially unsafe conditions

Position Requirements

• EDUCATION: Technical or Associates Degree Preferred
• EXPERIENCE: 3+ years of in-field service experience or troubleshooting support for conveying equipment
• Sound judgement
• Effective interpersonal skills with ability to build relationships and interact with all levels of the organization
• Strong analytical, problem solving, and decision-making skills
• High degree of professionalism with strong communication. leadership skills and teamwork orientation
• Computer skills: Sales Force, MS Office (Word, Excel, Outlook, PowerPoint) and ability to learn new ERP Systems (Epicor); Excel skills should be at the expert level with a high level of experience with pivot tables, VLOOKUP, etc.
• Must be able to travel periodically

Physical Requirements

• While performing the duties of this job, the employee is regularly required to communicate. The employee is frequently required to stand, sit, and walk. Specific vision abilities required by this job include close vision and color vision.

Work Environment

• Office and manufacturing environment

Additional Information

FMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors, while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability and reliability, FMH Conveyors products are engineered to support material handling applications for distribution centers, e-commerce, parcel post, retail stores, and a variety of manufacturers to help maximize productivity and increase efficiency.