Technical Support Specialist

Job Description

Job Description

Summary

Ensure world class service for internal and external customers by troubleshooting, resolving, and instructing others about industrial weighing products and software related issues.

Essential Job Duties :

• Provide phone support. troubleshooting guidance and general; help on Fairbanks products to Field Service Technicians who call into the central help desk.
• Support, assist, troubleshoot and respond to issues the Service Technicians call in with, supporting with products, service operation, or maintenance
• Work with Service Technicians via phone and web interface to obtain information, identify problems, and provide technical assistance
• Provide assistance and guidance, via telephone and occasionally on-site, to Service Technicians nationwide
• Collaborate with engineering, sales, service, product development, and corporate to ensure customers are provided with high quality service and products
• Refer complaints of product or service failure to appropriate departments for investigation
• Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions
• Report problems from the field by providing accurate documentation to both engineers and support personnel
• Interface with factory engineers and manufacturing personnel during product development
• Instruct Fairbanks direct, domestic, and international distributor technicians on proper servicing of Fairbanks products
• Lead hands-on classroom training sessions at Company training facilities
• Perform ongoing activities to maintain and enhance overall system performance
• Periodically travel overnight to assist service departments with installation, programming, training, and calibration of new or existing products at customer sites

Required Qualifications - Required qualifications to effectively perform the job. An equivalent combination of education, training, and experience will be considered. (Additional requirements may be designated by position.)

• Must have 2-3 years of related experience in the scale industry, electronic services, or an IT related field
• Scale industry experience strongly preferred

Knowledge, Skills, and Abilities - May be representative, but not all-inclusive, of the knowledge, skills, and abilities commonly associated with this position.

• Proficient in Microsoft Office products - specifically Excel, and Outlook
• Strong working knowledge of electronics, A/D circuits, power supplies, transducers, and industrial communications such as RS232, RS485, 20mA, Ethernet, and 4-20mA analog outputs
• Working knowledge of use of various testing equipment
• Critical thinker with exceptional attention to detail
• Excellent problem-solving skills
• Excellent communication skills, both verbally and in-writing
• Excellent technical writing skills
• Ability to effectively organize and prioritize work as well as concentrate on multiple tasks simultaneously
• Ability to develop and maintain business relationships

Work Environment - Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• General office conditions. Exposed to moderate noise levels

Physical Abilities - Activities that are commonly associated with the performance of the functions of this job. The physical demands described below 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 essential functions.

• Required to use close vision and be able to focus
• Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk
• Must be able to have repetitive wrist, hand, and/or finger movements to type and work on computer
• Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment
• Regular attendance is a necessary and essential function

Fairbanks Scales Inc. is an Equal Opportunity Employer including Disability/Vets

DISCLOSURE REGARDING BACKGROUND INVESTIGATION

Fairbanks Scales Inc. may obtain information about you from a third-party consumer reporting agency for employment purposes. Thus, you may be the subject of a "consumer report" and/or "investigative consumer report" which may include information about your character, general reputation, personal characteristics, and/or mode of living, and which can involve personal interviews with sources such as neighbors, friends, or associates, The reports may contain information regarding your credit history, criminal history, social security verification, motor vehicle records ("driving records"), verification of your education or employment history, or other background checks. Credit history will only be requested where such information is substantially related to the duties and responsibilities of the position for which you are applying.

NOTIFICATION OF PRE-EMPLOYMENT DRUG SCREENING

Fairbanks Scales Inc. performs post-offer, pre-employment drug testing for all roles prior to being hired into any role as part of our Drug Free Workplace Policy. In addition, Fairbanks Scales Inc. performs post-offer, pre-employment drug testing under the authority of the U.S. Department of Transportation prior to being hired for any role or transferred into a safety-sensitive role.