Technical Support Specialist-Elevator Industry
Posted on: October 11, 2019
Technical Support Specialist-Elevator Industry
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
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.
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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