Technical Service Specialist

JOB SUMMARY:

The Technical Service Specialist provides exceptional support to our customers by troubleshooting technical issues, offering solutions, and ensuring a seamless customer experience. This position provides technical support across multiple product categories. The Technical Service Specialist will provide phone support, perform technical problem-solving duties, and accurately document information related to Midmark products and services.

ESSENTIAL/PRIMARY DUTIES:

• Maintains expert knowledge of Midmark products and services to handle inbound phone calls from customers and Midmark partners seeking technical support.
• Leads project initiatives and improvement activities by working with cross-functional teams, driving product and process enhancements, and collaborating closely with Quality Engineering to ensure optimal outcomes.
• Diagnoses and resolves technical problems, providing step-by-step guidance to customers and Midmark partners to ensure issues are resolved efficiently.
• Troubleshoots electro-mechanical, pneumatic, hydraulic, software, and hardware issues on multiple product categories. Troubleshooting of network communications and windows operating systems issues may be necessary.
• Communicates with customers, teammates, and Midmark partners via methods including phone, email, chat, and remote control/assist software. Builds positive and productive relationships with customers, teammates, and partners.
• Accurately documents interactions, technical issues, and resolutions in the Midmark service module.
• Handles high volume requests.
• Manages daily tasks efficiently with minimal supervision.
• Conducts follow-up calls or emails as necessary to ensure issues have been resolved to the customer’s satisfaction.
Provides feedback on recurring issues or trends to help improve products, services, and support processes, pulling in management and engineering as needed.

SECONDARY DUTIES:

• Trains and assists Associate Technical Service Specialists.
Engages in continuous improvement initiatives.

EDUCATION and/or EXPERIENCE:

High school degree or GED is required. Associate degree or equivalent from a two-year college or technical school in a relevant field is preferred. 7+ years of technical experience and at least 2 years of experience in a customer facing role preferred, or equivalent combination of education/experience.

COMPETENCY and/or SKILL:

• High-level understanding of Midmark products, product functionality, and theory of operations
• Strong verbal and written communication skills with the ability to interact professionally with customers, Midmark partners, and team members
• Organizes tasks effectively and manages time efficiently while handling multiple responsibilities
• Works well with teammates, engineering, quality, and others while contributing to a positive team environment
• Ability to identify hard to find root causes of failure. Ability to use test and repair equipment such as a multimeter as needed.
• Works efficiently in Microsoft Suite (Outlook, Word, Excel PowerPoint) and systems such as ServiceMax and ORACLE. In depth knowledge of computers and operating systems is required for some product categories.
Bilingual (Spanish) is a plus

SUPERVISORY RESPONSIBILITIES:

• No supervisory responsibilities.