The Technical Support Engineer (TSE) is responsible for providing high quality technical product support, administrative support to technical processes, delivering positive customer experiences and logistical support to the field team.

• Provide phone/email/chat technical support to end users, distributors, field service engineers and sales team
• Create & Track Service Cases in CRM with detailed description of issue and resolution for each support event
• Prompt follow-up and ownership of support cases through successful resolution
• Scheduling (logistical) support to Field Service team
• Work Order prioritization along with optimizing field resource coverage
• Demonstrate high technical proficiency with supported products
• Hands-on product repairs, escalation support to complex repairs, maintain working condition of technical support and training equipment
• Accurate and expedited entry of administrative tasks
• Examples include warranty RMAs, part orders, service quotes, and service invoicing
• Work with supervisor to develop troubleshooting documentation and maintenance procedures
• Conduct product training for customers and service engineers
• Identify opportunities during support calls to promote service programs to customers
• Test/evaluate new vendor products
• Utilize Technical Support KPI’s and CSAT Surveys to drive best in class technical and customer experiences
• Quarterly on-site customer visits and field service ride-along
• .Deliver continuous improvement applying ITW principles of 80/20, PLS, USa and 6s

Qualifications

Education : An associate degree in Electronics or equivalent experience required. A Bachelor’s degree in Electrical or Mechanical Engineering preferred.

Experience/Skills

• 3 years previous experience or in a related area. Marking & Coding Industry knowledge a plus
• Proficient with computers and Microsoft Office Suite
• Electronic Circuitry & Mechanical Knowledge
• Networking and PLC knowledge a plus.
• High level Accuracy and Attention to Detail Problem solving, Troubleshooting and Teamwork skills.
• Customer Service Skills and Follow-up
• Multitasking and Organizational skills
• Effective Oral and Written communication skills are required
• Individual must be Self-Driven, acting with urgency
• Experience with CRM software