Technical Support Specialist

Technical Support SpecialistHot JobFMH US - Jonesboro - Jonesboro, AR 72401FMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors, while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability and reliability, FMH Conveyors products are engineered to support material handling applications for distribution centers, e-commerce, parcel post, retail stores, and a variety of manufacturers to help maximize productivity and increase efficiency.As a Duravant Family Company, FMH Conveyors participates in global Diversity, Equity, and Inclusion programs, as well as Doing Good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, FMH Conveyors offers an excellent total rewards package that includes:Compensation: We offer competitive compensationBenefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial securityDevelopment: We have education and training programs which include an educational assistance programTime Off: We offer paid holidays and paid time offDriven Team Members: We have a cross-functional, collaborative environment, focused on delivering resultsCore Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of UrgencyCulture: We are driven by our number one asset - our employees, and their successesDoing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.FMH Conveyors is adding a Technical Support Specialist to our Lifecycle Services team, responsible for leading the technical support efforts as the liaison between customers and internal resources. This position is responsible for the prioritization, support and execution of all technical support-related jobs and inquiries. This position is expected to analyze technical support requests and provide resolutions for our customers. The Technical Support Specialist is also responsible for analyzing warranty requests, fulfilling quotes for service, and creating SOPs and RCAs to prevent reoccurring issues.Position duties and responsibilities include the following, other duties as assigned:Manage, handle, and resolve incoming technical support inquiriesProvide timely support to customersAssign or escalate issues to others as requiredWork with customers to ensure PO's are received timely and accuratelyLiaison between customers and internal resources (engineering, service, parts, etc.)Quote service and installation for customers, ensuring accurate pricing and periodic reviews to align with margin expectationsUtilize SOP's and RCA's to address reoccurring issuesLead the coordination of the field change activitiesIdentify, create, and publish technical bulletins that provide step-by-step troubleshooting and set up assistance for technical support topicsObserves safety and security procedures; Uses equipment and materials properly; Reports potentially unsafe conditionsPosition requirements:Education: Technical or Associates Degree PreferredExperience: 3+ years of in-field service experience or troubleshooting support for conveying equipmentSound judgementEffective interpersonal skills with ability to build relationships and interact with all levels of the organizationStrong analytical, problem solving, and decision-making skillsHigh degree of professionalism with strong communication. Leadership skills and teamwork orientationComputer skills: Sales Force, MS Office (Word, Excel, Outlook, PowerPoint) and ability to learn new ERP Systems (Epicor); Excel skills should be at the expert level with a high level of experience with pivot tables, VLOOKUP, etc.Must be able to travel periodicallyPhysical requirements:While performing the duties of this job, the employee is regularly required to communicate. The employee is frequently required to stand, sit, and walk. Specific vision abilities required by this job include close vision and color vision.Work environment:Office and manufacturing environment