Field Service Technician

AstroNova, Inc.West Warwick, RI, US

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Job Description

P o si tion Summary / Objective

Technical Support Specialists are responsible for creating an exceptional experience for our customers by providing prompt and professional technical assistance and solutions. Technical Support Specialists provide our customers technical support remotely from the Help Desk Call Center, and onsite field services that include equipment installation, presales activities, training, break / fix repair and routine maintenance. Daily and overnight travel will be required and can include crossing country borders.

Duties and Responsibilities Tier 1

Respond to customer support requests via phone and email within defined Service Level Agreements (SLA’s)
Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits
Perform Depot Repair on customer returned assets and perform maintenance on demo and loaner equipment to keep them in good working condition
Provide remote and onsite customer installations and training
Provide technical assistance to the Sales Organization by providing technical support at trade shows and participating in Presales activities to ensure the AstroNova solution meets the customer’s expectations
Create and maintain support Cases in NetSuite ERP as per defined Standard Operating Procedures (SOP’s)
Coordinate shipment of replacement / repair and loaner units
Manage assigned service parts inventory and perform required transactions in ERP as per SOP’s
Follow up with on all open Customer Cases and issues to ensure timely and satisfactory resolution
Escalate critical customer technical Cases that need next level of Tier involvement as per SOP’s
Complete assigned customer related projects
Continue self-driven internal education regarding the company’s product line
Achieve both personal and team goals to meet department and company performance targets

Duties and Responsibilities Tier 2

Includes all Tier 1 Duties and Responsibilities and demonstrating proficiency in these areas.

Serve as Escalation point for Tier 1 critical Cases as per SOP

Align and lead Channel Support activities as defined and required in applicable geography

Serve as mentor and for Tier 1 employees to strengthen technical competencies across the product line and develop them for further advancement opportunities

Performs escalated repair center activities, as applicable by geography

Manage Tier Escalated Cases and enter JIRA Issues as per SOP’s

Respond to low Customer Satisfaction scores and negative feedback with customer outreach and countermeasures as per SOP

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. 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.

Functional Requirements and Behaviors

Have a ‘Customer First’ attitude that culminates customer trust and loyalty

Effectively perform a variety of customer support activities, including call center, workshop repair, onsite service, training and sales support

Knowledgeable and competent in repair of electrical, electronic and mechanical systems with ability to independently troubleshoot and repair technical problems while positively managing the customer relationship

Technical knowledge of ERP, CRM and Call Center software and operations

Collaborative working spirit with other departments as required to deliver prompt and professional customer service

Support the Sales staff as required to provide technical expertise for new and existing projects and at trade shows and exhibitions

Use your influence to generate new Sales Leads across the entire company’s product portfolio, including equipment, services and consumables

Identify opportunities for product and process improvement and be engaged in the AstroNova Continuous Improvement culture to produce positive changes

A positive and cooperative attitude with ambition to learn and develop professionally

Ability to communicate clearly, concisely and in a timely fashion

Able to work in a fast-paced environment that requires a flexible schedule driven by customer demand

Required Education and Experience

Associate’s Degree in Electronic Engineering Technology or equivalent 2-year degree

Five years’ experience providing front line customer facing industrial equipment support and maintenance in a fast-paced technical support role, including both Call Center, Field Service, workshop repair and sales support

Working knowledge of CMYK printing systems and digital color management tools and techniques

Experience with Image design software such as Adobe Illustrator and Photoshop and RIP programs

Background and knowledge of the commercial and industrial printing industry

Experience within Call Center operations and software

Experience working in Case Management ERP or CRM system

Working knowledge of Windows operating systems, machine control software, networks and graphics programs used in the commercial printing industry

Demonstrate proven ability to provide exceptional customer service and experiences

Physical Requirements

Ability to sit, stand, walk, reach, bend, stoop for continuous periods of time

Ability to lift 50 pounds

Spe ci a l Working Conditions / Travel Requirements

This position can require heavy travel typically occurring Monday through Friday with occasional weekend and holiday work. Field-based Technical Support Specialists (not residing at Headquarters) are responsible for traveling to customer sites and at times to Headquarters in Rhode Island. Technical Support Specialists based out of Headquarters are also expected to travel to customer sites at times.

Valid passport and driver’s license with clean driving record required.

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Field Service Technician • West Warwick, RI, US