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ETC · 18 hours ago

Technical Support Specialist

Middleton, WI

Full-time

Onsite

Entry Level

1+ years exp

ETC is a leader in visual entertainment technology, and they are seeking a Technical Support Specialist to join their team in Middleton, WI. The role involves diagnosing complex technical challenges and providing reliable solutions to customers and technicians, blending hands-on technical work with outstanding customer service.

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Responsibilities

Responds to technical questions over the phone, email and web mail in an accurate and timely manner

Identifies issues and accurately provides information to address the issues

Identifies steps to take if problem is not resolved

Completes and updates paperwork and databases

Ensures a response that leads to customer satisfaction

Assures service customer receives accurate product information

Supports product development teams by providing serviceability point of view and input from customer

Represents Technical Service Department at Product Development meetings

Tests new products and communicates results to appropriate personnel

Provides product training

Develops training materials and provides education on new products

Assures attendees receive accurate information

Processes replacement and/or new part orders

Identifies required parts and confirms with the customer

Completes and updates service order paperwork and database in a timely manner

Informs customer of order status

Coordinates repair activities

Determines repair need with customer

Generates RMA’s and issues loaner equipment when necessary

Ensures repair technician understands the unit’s problem and the due date back to the customer

Updates databases in a timely manner

Verifies loaner equipment is returned after customer’s unit is returned in conjunction with RMA coordinator

Informs customer of repair status

Provides back-up field service support

Identifies and resolves customer problems

Guarantees installation is successful

Assures client understands the operation of installed equipment

Provides 24-hour pager support on a rotating schedule

Responds to customer’s page within 15 minutes

Assures caller is satisfied with response

Identifies steps to take if problem is not resolved

Calls dealer or Tech. for help

Sends loaner

Sends parts

Completes and updates paperwork and database

Other duties as assigned

Special projects and requests are requested in a timely and positive fashion

Qualification

Technical theatre knowledgeElectronics knowledgeCustomer service experienceCommunication skillsProblem solving skillsOrganizational skillsComputer skillsHand tools proficiencyPower tools proficiencyElectronic measuring devicesInterpersonal skills

Required

Bachelor's degree or comparable business experience in increasingly responsible positions in the related discipline

One year of previous job-related experience is required in a customer service or technical support role, such as Theatre Management, Help Desk, or Service Industry

Knowledge of technical theatre and/or knowledge of electronics and/or electrical theories or practices

Strong communication, organizational, problem solving and interpersonal skills

Computer skills

Customer service skills

Able to use hand tools, power tools, and electronic measuring devices

Able to drive automobile and have an acceptable driving record

Able to obtain and keep a valid passport

Able to think quickly, creatively, objectively and decisively

Able to work well under pressure and defuse volatile situations

Able to work well independently

Ability to work weekend and evenings as required