Technical Support Engineer

Location: Durham, NC

Job Summary

Reporting to the Manager, Technical Support, the Technical Support Engineer provides virtual/remote technical consultation and troubleshooting to support installations, conversions, modifications and escalations. Provides remote monitoring and trouble-shooting for supported products and engages field technical support as needed. Supports on-going customer support for field service by providing senior level hardware and software assistance, proactive and emergency technical support of all product lines 

Job Responsibilities:

• Minimizes customer downtime by troubleshooting and resolving software, hardware and electrical problems on all existing product lines through direct problem analysis or analysis of collected data; providing remote assistance seven days/week, twenty-four hours/day as scheduled; troubleshooting issues within the Technical Assistance Center (TAC) by phone, remote computer
  access; monitoring status of problem resolution always. Acts as a liaison between service management and the customer by being the first level of issue escalation in customer related technical issues at the request of management.
• Partners with field service to provide the highest level of customer support. Investigates type and history of issues; applies technical expertise and statistical analysis techniques to diagnose problems; refers to technical manuals and schematics; coordinates, as needed, assistance from engineering; follows-up with Service personnel to ensure problem resolution and customer satisfaction.
• Maximizes product performance by analyzing OMS (Opportunity Management System) reports develops and presents recommendations on short and long-term resolutions; summarizes and highlights critical/repetitive issues to upper management; partners with Engineering and Manufacturing to develop modifications which improve product performance/reliability.
• Specific product line support may also include serving as or providing support for field project leader(s); warranty program administration and coordination with manufacturing to ensure customer satisfaction.
• Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner; acting as liaison between the customer and other Service or factory personnel.
• Responsible for providing a detailed technical review for RAS (Reliability Accessibility Serviceability) requirements for Product Launch, for all new products developed or purchased by Bell and Howell.
• Ensures technical information is updated by assisting in the review and edit of parts catalogs, service manuals, service bulletins and product reference material, such as PMI checklists, troubleshooting guides, product knowledge bases, etc.; reviewing and editing Training Center courses which teach effective service techniques.
• Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks, participating in professional societies.

Supervisory Responsibilities: N/A

Education and Experience:

• 4-year degree in Engineering with 3+ years related experience or Associates degree or Certification in Electrical/Mechanical Engineering with 5+ years related experience, or an equivalent combination of education and relevant experience
• Software knowledge or experience a plus.

Competencies (Skills, Knowledge and Abilities):

• Excellent analytical, problem solving, and troubleshooting skills for both electronics and Software; ability to read and interpret product schematics and documentation; good project management skills.
• Excellent written, verbal, and presentation skills
• Effectively communicates in all situations
• Ability to use standard and specialized hand and power tools and diagnostic equipment.
• Strong interpersonal/customer relations skills; clear and concise verbal and written communications.
• Strong computer skills: Windows, Word and Excel; ability to work under minimal supervision.
• Ability to adapt to a constantly changing work environment

Mental/Cognitive
Requires reading; math; weighing and/or measuring; conducting research; analyzing and drawing conclusions; developing and implementing plans, procedures, solutions
Physical

• Requires standing and walking; lifting to waist up to 50 pounds
• Requires using hands to finger and feel; stooping, kneeling, crouching, or crawling; reaching with arms and hands
• Requires sitting, talking, and hearing
• Requires close, distant, color, and peripheral vision; depth perception
• Work is performed in a controlled office and manufacturing environment; noise within acceptable safety levels; work sometimes performed in cramped areas; paper dust prevalent; cleaners and solvents used to clean machines.
• Moderate (up to 75 days) travel may be required

NOTE: This job profile describes the duties and requirements of the position. Essential duties and requirements are highlighted with a plus (+) symbol. Requirements stated are representative of minimum levels of knowledge, skills and/or abilities required to successfully perform the job. The employee may be asked to perform other job-related duties as required.