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Technical Specialist - Oskaloosa, United States - Musco Sports Lighting
Description
Job Description
Job DescriptionMusco Sports Lighting is currently seeking a Technical Specialist in Oskaloosa, IA. The individual selected for this position will provide in-depth electrical and component tech support to our customers. This position will be a primary point of contact on issues related to the networking and communication features of our products. Previous experience performing troubleshooting and technical aptitude is a must for this position.
Principal Duties and Responsibilities:
• Conduct thorough root cause analyses to identify and report product performance issues to the Research and Development (R&D) team. Collaborate with cross functional teams to develop proactive processes for early detection and troubleshooting of these issues.
• Contribute to the development of troubleshooting protocols for field-related challenges, providing training to team members on effective methodologies.
• Offer frontline telephone support to both internal and external customers, addressing warranty and non-warranty related product inquiries and issues from recreational ballfields to collegiate and professional venues.
• Provide remote assistance to customers in troubleshooting voltage-related issues, spanning from 480Vac or 780Vdc to as low as 5Vdc.
• Resolve communication-related concerns efficiently over the phone with external customers, encompassing Power-line communication, 485 Wireless, fiber, cellular, and Ethernet technologies.
• Collaborate closely with various departments including Engineering, Project Management, Field Technicians, Research and Development (R&D), Sales, and internal services team to uphold exceptional standards of customer service.
• Manage product performance issues comprehensively from initial contact through resolution, ensuring a seamless process for customers.
• Utilize specialized Musco computer applications proficiently to log, track, and route call reports and service orders accurately.
• Perform additional responsibilities as assigned.
Education & Experience Requirements:
Job Specifications:
• Strong analytical, technical, and problem-solving skills.
• Possess knowledge of electronic systems and/or communications, with proficiency in one or more of the following areas: cellular, Ethernet, fiber, wireless, and networking, or demonstrate the capacity to quickly acquire this expertise.
• Working knowledge of single-phase and three-phase electrical power as well as DC electrical applications or exhibit the capability to acquire this knowledge swiftly through learning.
• Ability to multitask while troubleshooting from one product line to another.
• Strong internet and computer experience including Microsoft Excel and Word.
• Strong verbal and written communication skills.
• Demonstrate adept multitasking abilities while operating under deadlines.
• Ability to prioritize issues/projects; strong organizational skills with attentiveness to detail.
• Basic knowledge of Musco systems, products, and services a plus.
• Knowledge of National Electrical Code and Standards a plus.
• Bilingual a plus.
