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Technical Support Specialist-Elevator Industry

Company: Wurtec
Location: Toledo
Posted on: October 11, 2019

Job Description:

Technical Support Specialist-Elevator Industry
JOB DESCRIPTION
Summary/Objective Wurtec's Technical Support Specialist provides complex technical support to customers via email, phone, or other methods. Must possess deep understanding of the organization's products and services. Relies on experience and judgement to plan and accomplish goals. The individual will be highly motivated, and able to work independently to resolve the most complex technical problems. A wide degree of creativity and latitude is expected. Specific responsibilities and skills include, but not limited to: Essential Functions & Expectations Provide the highest level of internal and external customer service.Work effectively in a culturally diverse work group.Provide timely, high level support on customer issues.Keeps current customer support software (Freshdesk).Diagnose and resolve client issues that require in-depth knowledge of the functionality of the product.Work with the engineering and sales team to develop, design and propose solutions to meet reliability and serviceability needs for customers. Analyzes warranty data to identify high failure rate components/systems.Displays excellent problem-solving skills and exercises sound judgement, and analytical approach.Develops support documents and works with quality control on technical/quality bulletins.Creates RMA's to authorize return of failed product for evaluation.Addresses customer complaints and implements continuous improvement initiatives.Performs other duties as assigned.
CompetenciesAbility to understand and troubleshoot complex systems having multiple interdependent variables (i.e. elevator systems).Electrical/controller knowledge.Elevator code knowledge.Customer/Client Focus.Communication Proficiency.Collaboration Skills.Problem Solving/Analysis.Strategic Thinking.Diversity and Inclusion.Decision Making.Product improvement proficiencies.Understanding of Mechanical & Electrical engineering concepts.Knowledge of data manipulation Queries/Pivot tables.Understanding of the "phase gate" New Product Development (NPD) process for developing products and programs.Adobe Acrobat knowledge and use.ERP knowledge.Strong presentation skills.
Supervisory ResponsibilityNone currently.
Work EnvironmentThis job operates in a professional office environment and/or remote office. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of WorkThis is a full-time position, and hours of work and days are Monday through Friday as described in our Employee Handbook. Occasional evening and weekend work may be required as job duties demand.
TravelMinimum; Less than 10%
Required Education and ExperienceHigh School diploma or equivalent and 5 years of experience with hands-on elevator service, maintenance, mod, or installation.Knowledge of passenger elevator industry and products.Ability to create, read, and interpret engineering prints/schematics and documentsAbility to assist with inquiries or complaints from customers and regulatory agenciesViews problems from a total business perspective, considering economic opportunity, required investment, risks and anticipated paybacks. Seeks out data from several sources to make informed decisions.
Preferred Education and ExperienceBachelor or Associate Degree with 5 years of experience or equivalent.Thorough understanding of hydraulic and traction elevator systems and the tools that are required to install/service them.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EEO Statement:
The company has been and will continue to be an equal opportunity employer. To assure full implementation of this equal employment policy, we will take steps to make sure that: Persons are recruited, hired, assigned and promoted without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran status, uniform service member status, age, disability or any other legally recognized protected personal characteristics. Similarly, all other personnel actions, such as compensation, benefits, transfers, layoffs and recall from layoffs, access to training, education, tuition assistance and social recreation programs are administered without regard to race, religion, color, veteran status, uniform service member status, national origin, citizenship, sex, sexual orientation, gender identity, age, disability or any other legally recognized protected personal characteristics.

Keywords: Wurtec, Toledo , Technical Support Specialist-Elevator Industry, IT / Software / Systems , Toledo, Ohio

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