2nd Level Support - Industrial Systems
Bizerba SE & Co. KG
Get started now with Bizerba! For our location in Richmond, VA we are looking for a 2nd Level Support Specialist From Troubleshooting to Training - Be the Go-To Expert We are seeking an experienced Technical Support Specialist whose expertise will be valued as you join our team. As a 2nd Level Support Specialist , your role is crucial to our success, as you will be providing remote product support to customers and technicians. Working within a team of experienced support specialists and dispatchers, you will assist customers and technicians with basic equipment troubleshooting and parts-related questions. Your tasks
- Assist customers and field technicians in diagnosing and resolving mechanical, electrical, and software machinery-related issues.
- Provide technical support via phone, chat, or email to resolve ticket issues promptly.
- Document all service calls, troubleshooting steps, and repairs in detailed service reports.
- Utilize diagnostic tools and software to identify problems and recommend appropriate solutions.
- Provide recommendations on spare parts and tools. and other resources necessary for effective maintenance.
- Follow up on service calls to ensure customer satisfaction and identify additional support needs.
- Educate customers and technicians on safety best practices related to machinery operation and maintenance.
- Develop and deliver training programs and materials tailored to customer needs.
- Stay current with the latest developments in machinery and industry best practices through ongoing training and education.
- Provide regular reports to management on support activities, joint issues, and areas for improvement.
- Gather feedback from customers and field technicians regarding machinery performance and relay this information to the product development team for continuous improvement.
- On-site expert technical assistance
- Technician training
- Degree in Mechanical Engineering, Electrical Engineering, Network Engineering, or a related technical field.
- 1-2 years of related work experience, either in a hands-on maintenance role or in a support capacity, will also be considered.
- Physical ability to work in environments with heavy machinery, which may involve lifting up to 50 lbs.
- Hands-on experience with specific software used in the industry (e.g., setup, configuration, maintenance, and support).
- Ability to interpret technical manuals and schematics.
- Proficiency in using diagnostic tools and software for troubleshooting mechanical and electrical issues.
- Knowledge of repair techniques and familiarity with parts management
- Ability to create and interpret technical documentation, including service bulletins, manuals, and reports.
- Experience working in cross-functional teams, including engineers, IT professionals, and end-users.
- Excellent verbal and written communication skills for interacting with clients, team members, and other stakeholders.
- Strong customer service skills, with the ability to explain complex technical concepts to non-technical users.
Vacancy posted 4 days ago
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