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Technical Support Specialist

Technical Support Specialist

Snap-onRichfield, OH, United States
30+ days ago
Job type
  • Full-time
Job description

Overview

Snap-on Business Solutions (Ohio)

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

1.

  • 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.

2.

  • Interfaces with Technical Support leadership as required.

    • 3.

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

    • 4.

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

    • 5.

  • Prepares documentation to support diagnostic needs.

    • 6.

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

    • 7.

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

    • 8.

  • Participates in procedural planning as required.

    • 9.       Generates reports as required.

    10.      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.
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    Technical Support Specialist • Richfield, OH, United States

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