Customer Support Technician

Job Description

Job Description

Location : San Marcos CA

Responsible for servicing small packaging equipment on-site or remotely for Accu-Seal customers. Assumes ownership for assigned tasks and completing quality work on a timely basis. Adheres to standard procedures and schedules. Must be able to troubleshoot and problem solve, as required by the job at hand. Must be customer-focused and project a positive, professional image for Accu-Seal. Must be a self-starter yet take direction from supervisor. Excellent computer, electrical and mechanical skills are required.

PRIMARY DUTIES AND RESPONSIBILITIES :

• Load new programs as directed by Engineering Department.
• Analyze malfunctions and troubleshoot solutions on site or remotely.
• Recommend parts and / or additional service, as necessary.
• Notifies supervisor regarding any issues that impact the ability to provide positive results affecting customer satisfaction and offer recommendations to solve problems.
• Document service provided and changes to software for customer.
• Conduct on-site Predictive Maintenance Inspections on Sencorp machinery using various measurement and testing devices. Once the on-site inspection is complete, generate a detailed list of recommendations and replacement parts and passes list to the parts department for quoting.
• Adhere to safety procedures at HQ and remote locations. Reports any safety issues, including “near misses” and accidents as soon as possible.
• Identify service contract opportunities and communicate those opportunities to sales.
• Coordinates with Sales on new opportunities, provides recommendations on upgrade offerings.
• Submit accurate, complete travel expense accounts within 5 days of completion of business trip.

SPECIFIC CHARACTERISTICS, SKILLS AND ABILITIES REQUIRED :

EDUCATION, EXPERIENCE AND / OR CERTIFICATION REQUIRED AND PREFERRED :

Monday - Friday 7AM-3 : 30PM or Monday to Friday 8AM-4 : 30PM