Technical Product Support Specialist

RESPONSIBILITIES AND DUTIES:

• Works with sales team in product sales activities.
• Supports Account Managers in identifying new customers and retaining existing customers for business growth.
• Works with Customer Service team to provide product support and assistance to customers.
• Maintains documentation for all support activities including product development, enhancement, engineering and marketing activities.
• Provides product trainings internally and to customers.
• Works with Customer Service team to evaluate complex customer problem, identify root causes and derive resolutions.
• Guides support team in addressing customer problems within established response time.
• Analyzes customer suggestions and recommend product revisions.
• Develops knowledge bases and FAQs for product support activities.
• Documents support activities, customer issues and resolutions for reference purposes.
• Coordinates with business units to support new product developments and existing product enhancements.
• Works with development team in performance analysis of new products and enhancements.
• Analyzes industry trends and market demands to recommend product enhancements.
• Performs other related duties as required or assigned.

QUALIFICATIONS:

• BS degree in Mechanical or Electrical Engineering or similar field; or, AA degree plus 4 years of relevant experience
• Minimum 1 year of experience in a technical or technical support role.
• Experience directly interacting with customers
• Ability to troubleshoot and diagnose issues
• Ability to translate customer needs to a viable technical solution
• Experience with the application, troubleshooting and security of Wireless Networks
• Familiarity with Electronics, electrical components and schematics
• Familiarity with AC Power circuits, Electrical Code, Ground faults etc.
• Ability to troubleshoot software application settings, pull and understand log files etc.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)