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Technical Support Specialist - Automotive Equipment
Overview:
Provide technical support for the most complex Snap-on products to internal and external customers, including troubleshooting, documentation, and training for the assigned product line. Will take the lead as new products are developed and rolled out.
Responsibilities:
COMPETENCIES
CHARACTERISTICS
Disclaimer: This is not an IT role
Provide technical support for the most complex Snap-on products to internal and external customers, including troubleshooting, documentation, and training for the assigned product line. Will take the lead as new products are developed and rolled out.
- Provide support for internal and external customers, including proper equipment operation and use, and diagnosis and troubleshooting problems for field technicians.
- Analyze product performance to identify problems, make recommendations to improve and enhance products , and work with internal and external sources to resolve problems.
- Support new product implementation by working closely with Engineering and field personnel as products are developed and updated to make recommendations and resolve problems.
- Document incoming calls. Develop and maintain information databases as required.
- Work with the Training & Documentation group to write technical documentation on products for field technicians’ use, including service bulletins, installation instructions, and service manuals.
- Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.
- Coordinate service activities on assigned products throughout the PDC.
- Act as a resource for others as needed.
- Keep abreast of industry standards and emerging technology.
- Participate in special projects as needed.
- Follow company policies and procedures.
- Other duties as assigned.
- 3 - 5 years of field service or technical support experience.
- Demonstrated knowledge of a broad range of products across multiple product lines.
- Ability to read electrical schematics and pneumatic diagrams.
- Ability to troubleshoot a variety of PC problems.
- Excellent communication skills – both verbal and written, including technical writing skills.
- Presentation skills with prior training experience, preferred
- Demonstrated organizational skills, leadership ability, and project coordination.
- Demonstrated ability to work cross-functionally.
COMPETENCIES
- Safety
- Customer focus
- Communication
- Consistency
- Attention to detail
CHARACTERISTICS
- Demonstrate Integrity
- Tell the Truth
- Respect the Individual
- Promote Teamwork
- Listen
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