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STEM Talent Solutions · 1 month ago

Technical Support Technician - Electro-mechanical

Cincinnati, Ohio

Full-time

Onsite

New Grad, Entry Level

STEM Talent Solutions is seeking a Technical Support Technician specializing in electro-mechanical systems. The role involves providing effective technical support for customers and field service technicians, focusing on troubleshooting electronic programming and mechanical equipment issues.

Staffing & Recruiting

Responsibilities

Provide prompt and effective technical support for customers and field service technicians, with a particular focus on electronic programming, electrical, and mechanical equipment

Use all methods of communication (phone, text, e-mail, video conferencing) to resolve technical issues quickly and effectively, and answer a wide range of questions

Work with customers in a patient and courteous manner to help them work through functionality and programming issues with their products

Provide responsive telephonic/text support to field service technicians to troubleshoot issues that may arise at the project site during an installation

Use technical manuals, electrical risers, CAD drawings, and other resources to troubleshoot mechanical/system problems

Carefully document technical support activity to identify recurring issues. Enter all notes from technical service into database system to accurately record customer history and provide data for management reports

Investigate problems to determine root causes and potential product defects, and provide constructive feedback to operations to ensure product quality

Alert manufacturing to recurring product problems and potential warranty issues

Assist in creation of technical support bulletins and product update notices to field service technicians

Support creation of training manuals, troubleshooting guides, and other user aid materials

Qualification

Technical support experienceTroubleshooting skillsElectrical equipment knowledgeMechanical equipment knowledgeMS Office proficiencyCustomer service skillsHigh-demand environmentSound technician experienceElectrician experienceEffective communicationSelf-starter

Required

Provide prompt and effective technical support for customers and field service technicians, with a particular focus on electronic programming, electrical, and mechanical equipment

Use all methods of communication (phone, text, e-mail, video conferencing) to resolve technical issues quickly and effectively, and answer a wide range of questions

Work with customers in a patient and courteous manner to help them work through functionality and programming issues with their products

Provide responsive telephonic/text support to field service technicians to troubleshoot issues that may arise at the project site during an installation

Use technical manuals, electrical risers, CAD drawings, and other resources to troubleshoot mechanical/system problems

Carefully document technical support activity to identify recurring issues

Enter all notes from technical service into database system to accurately record customer history and provide data for management reports

Investigate problems to determine root causes and potential product defects, and provide constructive feedback to operations to ensure product quality

Alert manufacturing to recurring product problems and potential warranty issues

Assist in creation of technical support bulletins and product update notices to field service technicians

Support creation of training manuals, troubleshooting guides, and other user aid materials

Technical support experience on electronic and some mechanical products with a track record of successful troubleshooting and problem solving

Customer service experience dealing with electrical/mechanical equipment

Effective communication skills and dedication to solving problems and serving customers

Strong computer skills with proficiency in MS Office programs; experience with service/support database programs or equivalent ERP/CRM systems is a plus

Ability to work independently and without direct supervision; self-starter who can think creatively to solve problems

Comfortable working in high-demand environment and dealing with periodic surges of customer support calls

Able to deal with the occasional upset customer in a courteous, respectful, and efficient manner