Experience Inc. Jobs

Job Description:

The Technical Support Engineer (TSE) is responsible for providing high quality technical product support, administrative support to technical processes, delivering positive customer experiences and logistical support to the field team.

• Provide phone/email/chat technical support to end users, distributors, field service engineers and sales team.

• Create & Track Service Cases in CRM with detailed description of issue and resolution for each support event.

• Prompt follow-up and ownership of support cases through successful resolution.

• Scheduling (logistical) support to Field Service team.

• Work Order prioritization along with optimizing field resource coverage.

• Demonstrate high technical proficiency with supported products.

• Hands-on product repairs, escalation support to complex repairs, maintain working condition of technical support and training equipment.

• Accurate and expedited entry of administrative tasks. Examples include warranty RMAs, part orders, service quotes, and service invoicing.

• Work with supervisor to develop troubleshooting documentation and maintenance procedures.

• Conduct product training for customers and service engineers.

• Identify opportunities during support calls to promote service programs to customers.

• Test/evaluate new vendor products.

• Utilize Technical Support KPI’s and CSAT Surveys to drive ITW best in class technical and customer experiences.

• Quarterly on-site customer visits and field service ride-along.

• Deliver continuous improvement applying ITW principles of 80/20, PLS, USa and 6S.

Education: An associate degree in Electronics or equivalent experience required, military technical training. A Bachelor’s degree in Electrical or Mechanical Engineering preferred.

Experience:

• 3 years previous experience or in a related area

• Marking & Coding Industry knowledge a plus

• Proficient with computers, Microsoft Office Suite, CRM/ERP

• Electronic Circuitry & Mechanical Knowledge

• Networking and PLC knowledge a plus

• High level Accuracy and Attention to Detail

• Problem solving,

• Troubleshooting and Teamwork skills

• Customer Service Skills, soft skills,

• inter-departmental communication and Follow-up

• Multitasking and Organizational skills

• Effective Oral and Written communication skills are required

• Individual must be Self-Driven, acting with urgency