Technical Support Specialist

Fairbanks Scales; Olathe (KS); In loco; USD 52.000 - 76.000; Tempo pieno

Descrizione del lavoro

Fairbanks Scales Inc. seeks a technical support professional to troubleshoot and resolve issues for internal and external customers regarding industrial weighing products and software.

You will assist Field Service Technicians by phone, provide guidance on product servicing, and collaborate with engineering and sales teams to maintain high service quality. Expect occasional on-site support and travel as needed.

Competenze

• 2–3 years of related experience in the scale industry, electronic services, or an IT related field.
• Scale industry experience strongly preferred.
• Proficient in Microsoft Office products—Excel and Outlook.
• Strong knowledge of electronics, A/D circuits, power supplies, transducers, and industrial communications (RS232, RS485, 20mA, Ethernet, and 4-20mA).
• Excellent verbal and written communication; strong technical writing skills.
• Ability to organize and prioritize multiple tasks.

Mansioni

• Provide phone support and troubleshooting guidance to Field Service Technicians.
• Assist and troubleshoot issues reported by Service Technicians and customers.
• Work with technicians via phone and web interface to gather details and provide remote guidance.
• Occasionally provide on-site assistance to Service Technicians nationwide.
• Collaborate with engineering, sales, and service teams to ensure quality service.
• Document and route product or service issues to the appropriate departments.

Conoscenze

Excel

Outlook

Electronics basics

Technical writing

Problem solving

Strumenti

RS232

RS485

Ethernet

4-20mA

20mA

Descrizione del lavoro

Summary

Ensure world class service for internal and external customers by troubleshooting, resolving, and instructing others about industrial weighing products and software related issues.

Essential Job Duties

• Provide phone support. troubleshooting guidance and general; help on Fairbanks products to Field Service Technicians who call into the central help desk.
• Support, assist, troubleshoot and respond to issues the Service Technicians call in with, supporting with products, service operation, or maintenance
• Work with Service Technicians via phone and web interface to obtain information, identify problems, and provide technical assistance
• Provide assistance and guidance, via telephone and occasionally on-site, to Service Technicians nationwide
• Collaborate with engineering, sales, service, product development, and corporate to ensure customers are provided with high quality service and products
• Refer complaints of product or service failure to appropriate departments for investigation
• Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions
• Report problems from the field by providing accurate documentation to both engineers and support personnel
• Interface with factory engineers and manufacturing personnel during product development
• Instruct Fairbanks direct, domestic, and international distributor technicians on proper servicing of Fairbanks products
• Lead hands-on classroom training sessions at Company training facilities
• Perform ongoing activities to maintain and enhance overall system performance
• Periodically travel overnight to assist service departments with installation, programming, training, and calibration of new or existing products at customer sites

Required Qualifications

Required qualifications to effectively perform the job. An equivalent combination of education, training, and experience will be considered. (Additional requirements may be designated by position.)

• Must have 2-3 years of related experience in the scale industry, electronic services, or an IT related field
• Scale industry experience strongly preferred

Knowledge, Skills, and Abilities

May be representative, but not all-inclusive, of the knowledge, skills, and abilities commonly associated with this position.

• Proficient in Microsoft Office products - specifically Excel, and Outlook
• Strong working knowledge of electronics, A/D circuits, power supplies, transducers, and industrial communications such as RS232, RS485, 20mA, Ethernet, and 4-20mA analog outputs
• Working knowledge of use of various testing equipment
• Critical thinker with exceptional attention to detail
• Excellent problem-solving skills
• Excellent communication skills, both verbally and in-writing
• Excellent technical writing skills
• Ability to effectively organize and prioritize work as well as concentrate on multiple tasks simultaneously
• Ability to develop and maintain business relationships

Work Environment

General office conditions. Exposed to moderate noise levels

Physical Abilities

Required to use close vision and be able to focus

Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk

Must be able to have repetitive wrist, hand, and/or finger movements to type and work on computer

Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment

Regular attendance is a necessary and essential function

Fairbanks Scales Inc. is an Equal Opportunity Employer including Disability/Vets

DISCLOSURE REGARDING BACKGROUND INVESTIGATION

Fairbanks Scales Inc. may obtain information about you from a third-party consumer reporting agency for employment purposes. Thus, you may be the subject of a "consumer report" and/or "investigative consumer report" which may include information about your character, general reputation, personal characteristics, and/or mode of living, and which can involve personal interviews with sources such as neighbors, friends, or associates, The reports may contain information regarding your credit history, criminal history, social security verification, motor vehicle records ("driving records"), verification of your education or employment history, or other background checks. Credit history will only be requested where such information is substantially related to the duties and responsibilities of the position for which you are applying.

NOTIFICATION OF PRE-EMPLOYMENT DRUG SCREENING

Fairbanks Scales Inc. performs post-offer, pre-employment drug testing for all roles prior to being hired into any role as part of our Drug Free Workplace Policy. In addition, Fairbanks Scales Inc. performs post-offer, pre-employment drug testing under the authority of the U.S. Department of Transportation prior to being hired for any role or transferred into a safety-sensitive role.