JOB SUMMARY: Responsible for serving as the Phone Support Tech Lead. Provides support, direction, and technical assistance to internal and external customers. Assists Customer Service Manager with problem resolution, troubleshooting of products, repair services, and training on-site and off-site as needed. Communicates with customers daily. Maintains effective customer relationships externally and internally. Completes other duties as directed.
ESSENTIAL JOB FUNCTIONS: Include but are not limited to:
- Supports Manager with oversight, productivity, and accountability of tech support team.
- Supports strategies for continuous improvement opportunities.
- Assigns phone tech to projects, NPI, Product review/evaluation, and works closely with dept. staff throughout the NPI process and provide product design and testing support.
- Travels to sites to troubleshoot, install, or repair Company products as needed.
- Supports maintenance of detailed records of staff interactions with customers, reported issues, and completed solutions/actions required for returns, replacements, or repairs.
- Reads and works with drawings, process sheets, operations manuals, schematics, and work order and develops training manuals and troubleshooting procedures to help both support personnel and end users interact properly with security products.
- Provides daily support to Company product users including answering questions, analyzing problems, and quickly forming solutions to ensure the proper operation of company products. Completes technical support and repair functions as needed.
- Communicates clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information.
- Routinely observe operational performance and install of security products and updates, when necessary, to increase product knowledge and technical skills.
- Evaluate and critique installation instructions and propose new processes for continuous improvement and communicate identified opportunities to the manager.
- Supports the development of department key performance indicators (KPIs).
- Supports new hire training and cross-training to ensure business continuity.
- Supports manager with enforcement of company policies and procedures.
- Supports maintaining a clean and organized work area.
- Performs other duties as directed.
Qualifications:
Associates degree in electronics and/or help desk support technician with windows desktop certification (MSCDST Microsoft Certified Desktop Support Technician) and three years of related experience; or an equivalent combination of education and/or related experience. BA preferred.
- Knowledge of electronic principles, concepts, and testing procedures.
- Ability to read and interpret installation instructions, blueprints, process sheets, manuals, schematics, and work orders and ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures on electronic/hardware products.
- Ability to use electronic testing equipment, measuring devices, and hand tools.
- Ability to use various soldering and wiring techniques.
- Ability to perform mathematical calculations.
- Skills in effectively listening and communicating verbally and in writing.
- Strong communication skills and ability to remain calm and professional in all circumstances using tact and diplomacy.
- Ability to compile and maintain records, logs, and organize reports.
- Ability to operate office equipment; computers, phones, etc….
- Ability to establish and maintain effective working relationships internally and externally.
- Be willing to work weekend hours, and overtime as required.
Physical Requirements
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 for individuals with disabilities to perform essential functions.
- Must be able to lift, carry, push, pull, or otherwise move objects up to 75 pounds frequently and/or occasionally push/pull up to 150 lbs.
- Work involves frequent periods of sitting, standing, walking, stooping, kneeling, crouching, twisting/turning, reaching, and bending at the waist.
- Visual acuity, speech, and hearing; hand-eye coordination, utilizing near and far vision, depth perception, and manual dexterity necessary to work with various materials, and objects and operate office and shipping equipment which are essential aspects of this position.