Technical Support Specialist

Technical Support Specialist

Group under RS&I Division of Snap-on Incorporated

Title: Technical Support Specialist (non-exempt position)

Location: Richfield, OH

Work Schedule: Monday thru Thursday = 10a-7p, Onsite and Friday = 11a-8p Offsite

This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics, emails and chats.

Responsibilities

Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.

Interfaces with Technical Support leadership as required.

Solicits information from other departments relative to Customer Support/Satisfaction.

Responsible for the sale of consumable items and non-contract technical services.

Prepares documentation to support diagnostic needs.

Analyzes new and existing product trends affecting Customer Support/Satisfaction.

Provides technical input and solutions relative to field service, training, sales and customer requirements.

Participates in procedural planning as required.

Generates reports as required.

Performs other miscellaneous duties as assigned.

Qualifications

• Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.
• Two to three years experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.
• Proven oral/written communication and interpersonal skills.
• Previous technical sales experience.
• Knowledge of LAN/Ethernet required.
• Proficient keyboarding skills.
• Strong background in Internet Browsers, hardware, software, terminal emulation, and SCSI devices.
• Strong background in Windows base operating systems
• Capable of troubleshooting to resolution most problems with products supported.
• Must be self-motivated to keep current with technology.
• Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays/Saturdays as required.