Technical Support Engineer

Job Description

Job Description

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

Location: Durham, NC

Position Title: Technical Support Engineer

Job Summary:

Reporting to the Manager, Technical Support, the Technical Support Engineer provides virtual/remote technical consultation and troubleshooting to support installations, conversions, modifications and escalations. Provides remote monitoring and trouble-shooting for supported products and engages field technical support as needed. Supports on-going customer support for field service by providing senior level hardware and software assistance, proactive and emergency technical support of all product lines

Job Responsibilities:

• Minimizes customer downtime by troubleshooting and resolving software, hardware and electrical problems on all existing product lines through direct problem analysis or analysis of collected data; providing remote assistance seven days/week, twenty-four hours/day as scheduled; troubleshooting issues within the Technical Assistance Center (TAC) by phone, remote computer
  access; monitoring status of problem resolution always. Acts as a liaison between service management and the customer by being the first level of issue escalation in customer related technical issues at the request of management.
• Partners with field service to provide the highest level of customer support. Investigates type and history of issues; applies technical expertise and statistical analysis techniques to diagnose problems; refers to technical manuals and schematics; coordinates, as needed, assistance from engineering; follows-up with Service personnel to ensure problem resolution and customer satisfaction.
• Maximizes product performance by analyzing OMS (Opportunity Management System) reports develops and presents recommendations on short and long-term resolutions; summarizes and highlights critical/repetitive issues to upper management; partners with Engineering and Manufacturing to develop modifications which improve product performance/reliability.
• Specific product line support may also include serving as or providing support for field project leader(s); warranty program administration and coordination with manufacturing to ensure customer satisfaction.
• Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner; acting as liaison between the customer and other Service or factory personnel.
• Responsible for providing a detailed technical review for RAS (Reliability Accessibility Serviceability) requirements for Product Launch, for all new products developed or purchased by Bell and Howell.
• Ensures technical information is updated by assisting in the review and edit of parts catalogs, service manuals, service bulletins and product reference material, such as PMI checklists, troubleshooting guides, product knowledge bases, etc.; reviewing and editing Training Center courses which teach effective service techniques.
• Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks, participating in professional societies.

Supervisory Responsibilities: N/A

Competencies (Skills, Knowledge and Abilities):

• Software knowledge or experience strongly preferred.
• Ability to reason logically and make sound decisions along with considering alternative and diverse perspectives.
• Strong computer skills: Windows, Word, Excel strongly preferred.
• Ability to read and interpret product schematics and documentation.
• Strong analytical, problem-solving, quantitative, and time management skills.
• Ability to communicate effectively both orally and in writing.
• Ability to understand, remember and follow verbal and written instructions.
• Ability to work under minimal supervision.
• Ability to work as an integral part of a team.

Education and Experience:

4-year degree in Engineering with 3+ years related experience or Associates degree, or Certification in Electrical/Mechanical Engineering with 5+ years related experience, or an equivalent combination of education and relevant experience.

Travel:

This position requires moderate to frequent travel in the United States and Canada.

Mental and Physical Requirements:

Mental/Cognitive: Requires reading; math; weighing and/or measuring; conducting research; analyzing and drawing conclusions; developing and implementing plans, procedures, solutions

Physical

• Requires standing and walking; lifting to waist up to 50 pounds.
• Requires using hands to finger and feel; stooping, kneeling, crouching, or crawling; reaching with arms and hands.
• Requires sitting, talking, and hearing.
• Requires close, distant, color, and peripheral vision; depth perception.
• Work is performed in a controlled office and manufacturing environment; noise within acceptable safety levels; work sometimes performed in cramped areas; paper dust prevalent; cleaners and solvents used to clean machines.
• Moderate (up to 75 days) travel may be required

Other Duties

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.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.