Customer support specialist Jobs in Madison, WI

Job Summary:

The Technology Support Specialist is responsible for customer support related to Fabick's SITECH, marine technology, and Teledyne Construction products, assisting the sales team with pricing and configurations, and acting as a liaison between the sales department, shop/field service, and external customers. This position will provide technical support, troubleshooting, and training on Teledyne products and Trimble systems via phone, in-person, or remote access.

Responsibilities:

• Assist technicians with changes in installation processes, measure-up, calibrations, and setup of technology products. Ensure consistency with installation procedures company wide.
• Order and prepare new grade control and site positioning technology equipment for installation. Assist with field installations, calibrations, and service calls as needed. Interact directly with the customers, service supervisors, and sales team to ensure timelines are established and met.
• Comply with routine reporting requirements. Establish, implement, and maintain necessary reports, records, controls and procedures to assure compliance with company, Teledyne, and Trimble requirements. Document hardware/software problems, equipment preparation, installation, troubleshooting, and onsite usage. Provide feedback and improvements based on customer usage and needs.
• Prepare training material and instructional guides regarding installation and use of technology systems for internal, external, and OEM use. Perform on-site customer training as needed.
• Responsible for maintaining good customer relations and continuing to build the company image. Resolve customer complaints as soon as possible. Treat customers fairly, friendly, and courteously. Assures customer contacts are made on a timely basis and in a business-like manner.
• Help manage sales and parts inventory, repair requests, loaner fleet, and rental kits.
• Perform other miscellaneous duties as required.

Qualifications:

• High School Diploma or equivalent is required.
• Associates or Bachelor's degree in related field or equivalent experience preferred
• Mechanical, troubleshooting & repair, critical thinking, general people, and customer service skills are required.
• Computer networking skill desired
• Knowledge of surveying, Trimble machine control, heavy civil construction, sonar, Teledyne, Trimble Marine, and Rajant desired.
• Proficiency in Trimble Siteworks, Trimble Earthworks, Trimble Roadworks, Trimble Groundworks, Trimble GCS900, and Trimble SCS900, Trimble Marine Construction, Topcon, Leica or Caterpillar machine control, grade control or site positioning systems (e.g., GPS, total station) is desired.
• MSHA and Boater Safety certification preferred.
• Proficiency in Windows & Microsoft Office Suite
• Comfortable with resolving customer issues and complaints required.