Bizerba USA Inc

Compensation

Full Description

Solve. Support. Succeed as a 2nd Level Support Specialist! We are seeking an experienced Product Support Specialist to join our on-site training department. As a 2nd Level Support Specialist, your role is crucial to our success, as you will be providing remote product support to customers and technicians. Working within a team of experienced support specialists and dispatchers, you will be able to assist customers and technicians with basic equipment troubleshooting and parts questions. Your tasks • Installations, troubleshooting, on products or systems remotely • 1st level remote support in case of a technical issue • If a remote solution is not possible → technical pre-clarification in preparation of onsite visit • Qualification of service calls • Case distribution and observation with 2nd level support/Global Support • Ensure to give support only to eligible persons • Documentation of service calls in CRM • 2nd Level Support for field service technicians on-site and the remote technician with technical questions • Carrying out fault analysis and troubleshooting via remote access • If necessary, pre-qualification of the fault and forwarding • Service-side support for key account customers • Collaboration in customer projects • Analyzing error messages, developing, and documenting solutions • Preparation of technical documentation for service technicians and occasional training • Conducting training courses, product/troubleshooting training for customers and staff Your profile • Associate degree or equivalent completion of military/technical school related to the applied field. • 1-2 years related experience/training or equivalent combination of education and experience. • Good analytical skills. Capability of reading wiring diagrams, schematics, and spare part breakdowns. • Ability to troubleshoot on a “next level” with customers and technicians. • Knowledge of Windows programs, i.e., Word, Excel, and PowerPoint. • Experience in SAP or ability to learn applications within SAP. • Proficiency with the use of hand and power tools. • Able to lift 50lbs. • Ability to improve existing production processes by implementing automation. • Valid driver's license and good driving record needed. • Can listen to customer concerns and take time to explain all job-related topics efficiently and effectively. • Proven initiative and a professional "can-do", pleasant attitude. • Customer-focused and self-motivated. • Detail-oriented. • Strong organizational and time management skills. • Able to pass a criminal background check and pre-employment drug screen