Technical Support Engineer - Kent, United States - Shape Corp

Description

General Purpose:

Provide technical phone support to customers who are diagnosing, troubleshooting, repairing or debugging system issues.

Major Duties and Responsibilities:

• Functions as first point of contact for customers in relation to system technical application support by phone, fax or email.
• Offer troubleshooting advice to customer's to resolve equipment related issues.
• Analyzes, classifies, tracks, investigates, researches and resolves all assigned support/service problems and issues in a timely, effective manner.
• Displays a comprehensive understanding of product support documentation.
• Facilitates prompt, open, complete and direct communication with customers.
• Ensures company and customer expectations are aligned and defines criteria for successful resolution of customer issues.
• Follows documented escalates process and recommends onsite support for issues that cannot be resolved in a timely manner.
• Analyzes and provides effective resolutions to customers in an efficient manner.
• Reports detailed notes on issues in the CRM tool to ensure customer problems are documented and resolved.
• Provides non business hours telephone customer support on a rotation.
• Work with FSE's to help resolve difficult service issues.
• Complete all required administrative documentation in a timely manner.
• Adhere to company RMA policy and documentation of customer identified system defects.
• Travel occasionally – 20%
• Perform other duties as required.

Knowledge, Skills and Abilities:

• Comprehensive knowledge of company products preferred.
• Strong mechanical, hydraulic, plumbing, pneumatic, electrical, and electronic skills required.
• Familiar with PC utilizing Windows, Word and Excel, and CAM
• High level of interpersonal skills to work effectively with others and to resolve stressful situations.
• Strong oral and written communication skills.
• Positive attitude and ability to build strong customer relations.
• Demonstrated ability for innovative/creative thinking.
• Strong analytical skills.

Supervisory Responsibility:

None

Equipment used:

• Standard office equipment

Education/Experience and/or Training:

• AA degree in Electronics, Robotics or Mech. or a minimum of 2 years college/technical school training.
• Minimum of 2 years of recent service-related experience with Robotics, Motion Control Systems, CNC machine tools or other relevant capital equipment.
• Experienced in CNC programming (Allen Bradley 9 Series Controllers, preferred).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)