Position Summary:
Assist the electrical engineering team and customers with trouble-shooting support regarding electrical or mechanical, and electronic product issues in the field. Experience and knowledge in but not limited to Everbrite products. Determine root causes and provide over-the-phone or on-site field assistance, and/or 24-hour field service by an approved service subcontractor to resolve product service problems.
Essential Duties and Responsibilities:
· Handle Everbrite product service calls on existing product lines and assist in the correction of the issues.
· Provide technical assistance through phone, email, and other electronic formats as required.
· Conduct diagnostic and operational tests on Everbrite-supplied products and provide solutions to repair issues.
· Track information through the Everbrite Quality system to keep all stakeholders informed of site or product status.
· Assess on-site field problems, operate the required testing equipment and provide solutions for repairs.
· Coordinate and manage replacement parts programs with the applicable manufacturing plant to ensure the availability of components as needed.
· Assist in preparing reports detailing technical issues, which will initiate necessary corrective product modifications and/or recommended manufacturing process changes.
· Assist in developing troubleshooting service guides and bulletins for existing products. Assume the lead role of maintaining troubleshooting guides/bulletins and proper distribution as required.
· Qualify, coordinate and monitor outside subcontractor network as required, to ensure repair timelines are maintained and customer satisfaction is maintained.
· Lead the technical support team members.
· Provide training for new technical support team members.
· Remain abreast of the latest industry advances through continuous education.
Educational Requirements / Experience:
· Technical degree or equivalent years of related industry experience in a digital products or electronics field.
· Minimum five (5) years of experience in the following:
o Manufacturing-related electrical / electronic hardware and/or software technical support.
o Development or manufacturing of technological products with solid knowledge of electrical issues, electronic product components, and processes.
· Knowledge of sign and lighting component service and repair, electronic installation and maintenance processes, or related diagnostic experience.
· Proficiency with installing, using, and troubleshooting Microsoft Windows-based hardware devices and software packages.
· Experience in materials planning, scheduling, inventory management, manufacturing, and installation processes.
· Demonstrate strong electrical/mechanical aptitude.
Desired Skills / Characteristics:
· Self-motivated and goal oriented.
· Excellent interpersonal skills and ability to deal with difficult situations.
· Well-organized and detail oriented.
· Ability to multi-task; maintain project schedule timelines; write and maintain clear, concise reports and work order directions; interject common sense and be confident in making deliberate decisions.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Work Location: In person
