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Form of workJob Description
Working out of our North America home office, the Phone Support Service Technician provides prompt and accurate technical support to our customer. We are seeking candidates with 2-5 years of field service experience in industries having electro-mechanical skills, a good knowledge of computers, and those that take “ownership” of customer issues. Applicants that have a comprehensive understanding of the optical industry, specifically blocking, generating, polishing, coating and finishing machines, will have strong consideration. Previous work as an electro-mechanical and PC networking in the optical industry is a huge plus. This position will be a mix of 80% Phone Support and 20% machine repairs. Must be willing to travel out of state for training.
• Possesses ability to read and interpret hydraulic, electrical and pneumatic schematics.
• Assists customer service, import/export and shipping/receiving with part identification.
• Fosters and maintains a working environment within the department that encourages positive, open and professional communication and a strong focus on the customer.
• Provides prompt and accurate technical support via customer service phone calls.
• Helps program parts such as frequency converts, amplifiers and loading software to CF cards.
• Prepares service ticket orders for all customer support calls.
• Updates and maintains customer database.
• Provides manuals and other documentation to customers upon request.
• Attends product/operations training in Italy, Germany or Switzerland upon request.
• Understands, evaluates and meets the customer’s needs and expectations in a proactive manner.
• Support field techs with technical solutions and support.
• Works with all departments to assure maximum coordination of efforts in the resolution of common problems and the attainment of common objectives.
• Maintains files and prepares correspondence, memos and reports.
• Works closely with service directors, quality department and product managers to improve process improvements and escalate issues.
Education:
High School Diploma required, Preferred Technical Degree in Electrical or Mechanical Engineering (two or four year college) or Armed Forces Electronics Training is a plus.
Qualifications:
• Excel at communication (verbal and written), have sound judgment and decision-making skills and possess the ability to think under pressure, troubleshoot/problem solve and take action and facilitate customer solutions.
• Valid Driver's License
• Basic computer skills (Microsoft Word, Excel, Google Mail, and Internet)
Physical Demands:
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. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.
The employee must be able to lift and/or move up to 30 pounds. While performing the duties of
this job, the employee is regularly required to stand; use hands and reach with hands and arms.
The employee is frequently required to walk and talk or hear. The employee is occasionally.
required to sit and stoop, kneel, crouch, or crawl.
Satisloh North America, Inc. provides equal employment opportunities to all employees and
applicants for employment and prohibits discrimination and harassment of any type without
regard to race, color, religion, age, sex, national origin, disability status, genetics, protected.
veteran status, sexual orientation, gender identity or expression, or any other characteristic
protected by federal, state or local laws.
