Regional Support Specialist - Northeast
BlueCrest
- This position includes all aspects of product field support, including equipment and system hardware and software as well as systems networking.
- Act as Regional Technical Specialist on escalations from any BlueCrest equipment issues or questions both remotely and onsite in the region.
- Performs the verification of new equipment as per specifications in Danbury (checkout).
- Provides technical support to customers on operational or maintenance aspects of system equipment.
- Serves as our customer contact on technical and service-related issues.
- Serves as the first escalation point for BlueCrest equipment issues from technicians in the region.
- Diagnoses mechanical, hardware, software and systems failures using established procedures.
- Determines most cost-effective repair/resolution to minimize customer downtime.
- Prepares reports for analysis of product failure trends and service ability issues.
- Provides technical support in the sales process.
- Performs escalation and follow up with Danbury on situations related to, part quality or conception issues, part or system design, software, recurrent problem reported by field technician.
- Uses best practices and drives improvements to obtain overall business objectives.
- Ability to logically troubleshoot technical issues through use of application and system logs.
- Ability to utilize remote diagnostic and communication software for problem resolution.
- Be familiar with workgroup and domain-based networking, access, and security.
- Strong mechanical aptitude and skills with the use of hand and power tools is required.
- Ability to read and troubleshoot using electrical schematics and wiring diagrams is required.
- Be familiar with AC and DC electrical circuits, switches, sensors, solenoids, and relays are required.
- Consultative approach to interfacing with internal and external clients.
- Engaging attitude and eagerness to help local service and clients solve their business problems.
- Willingness to apply focus to unfamiliar parts of the business driving internal improvement.
- Experience with Secure File Transfer, related software such as WS_FTP, Filezilla and Move-It.
- Experience and familiarity with use of Dynamics 365 CRM and FP&O modules is desirable.
- Ability to document technical environments, project deliverables and respond to technical RFP questions.
- Ability to assist or create Statements of Work SOW for planned projects.
- Latest Windows and Linux Operating System familiarity.
- Flexible hours, with a high level of autonomy.
- Partaking in technical support annual standby schedule.
- Strong interpersonal and customer relationship skills.
- Provide training and development to technicians in the area and track their progress.
- Ability to conduct technician technical assessments.
- Ability to assess client site's stability and generate reports with findings and recommendations.
- Region - Northeast, 75% - 90% travel required.
Vacancy posted 3 days ago
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