Technical Support Specialist
Job Description
Forney, LP, a privately held, middle-market supplier of materials testing equipment is seeking a Technical Support Specialist. The Technical Support Specialist will work with the engineering and software development teams to serve as the initial support contact for our customers in the construction materials testing industry. This individual must demonstrate professionalism, patience, and a customer first attitude.
The Technical Support Specialist’s areas of responsibility include the following:
- Provide customer technical support for various products, including testing machines and ForneyVault construction materials testing software.
- Follow-up with customers to verify resolution of support requests.
- Enter RMAs and warranty part orders into Forney ERP system.
- Document customer interactions in CRM.
- Schedule and remotely support customer installation and upgrades.
- Update the Knowledgebase with tech tips and brief documents.
- Update user manuals and sales documents.
- Enter tickets for bugs/enhancements identified via customer interaction.
- Work with sales to identify and quote repair parts.
- Provide internal manufacturing support.
Qualifications
- Degree in Engineering/Engineering Technology, or equivalent.
- Knowledge of mechanical, hydraulic, and pneumatic systems.
- Experience reading/interpreting design drawings and schematics
- Experience reading Bills of Material (BOMs)
- Must have technical/diagnostic ability as well as analytical ability to diagnose problems.
Desired
- Experience working in a laboratory.
- Experience working in the construction industry.
- Experience working for small company.
- Experience writing/updating user manuals.
Helpful
- Multi-lingual, especially Spanish
Characteristics
- Strong diagnostic and troubleshooting skills.
- Strong organizational and analytical skills.
- Ability to multi-task and work around interruptions.
- Detail-oriented and accurate.
- Excellent communication and interpersonal skills, verbal and written, to communicate via email, text, and telephone effectively and accurately.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance option
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance option
Schedule:
- 8-hour day
- Monday to Friday
Work Location: Hybrid remote in Zelienople, PA 16063
- First several months will be 100% on site.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Zelienople, PA 16063
