Description:
Job Title: Technical Support Specialist
Reports to: Phone Support Manager
Department: Service
Location: 808 Timberlake Road, Fairmont, MN 56031
Position Summary: Primarily assists customers over the phone to remotely diagnose hardware-related problems and guide customers through the resolution of problems. Installs, modifies, and makes minor repairs to customer equipment. Provides technical assistance and training to system users by performing the following duties.
Exhibit and promote the following values:
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Curious Attitude: An employee who is curious is motivated to take time to question and explore new things to find answers that will ensure the best outcomes for the organization.
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Focus on Quality: An employee who values quality has integrity and produces results that meet high standards set by the organization.
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Passion for Service: An employee who is service-oriented displays a positive behavior and responds to customers using good business practices to meet their needs and expectations
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Dedicated Spirit: A dedicated employee is one who takes ownership for their role and the whole organization to ensure that goals are achieved.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
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Provides phone support for Kahler customers primarily related to Kahler produced hardware. Instructs users in use of equipment, software, and manuals
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Provides support via the phone to Kahler employees during startup projects.
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Installs or assists service personnel in installation of hardware and peripheral components such as electrical panels and other control devices.
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Understands the unique application environment for each customer and how Kahler Automation equipment can solve problems.
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Loads and tests PLC software and other control device software.
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Follows established processes, procedures, or protocols when resolving customer issues.
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Develop and create operator manuals and test procedures.
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Configures devices and systems and observes system functions to verify correct system operation.
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Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems over the phone.
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Recommends or performs minor remedial actions to correct operational problems.
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Documents action in customer’s record. Document component serial number for meters, scales, etc. for historical and warranty information.
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Uses good communication and decision making to assist customers in diagnosing and resolving issues associated with Kahler equipment.
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Work with customers for returning parts to be repaired and forward parts to vendors if necessary.
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Respond to warranty repairs as necessary.
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Recommend inventory for repair stock.
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Perform quality assurance testing on select panels prior to shipping.
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Recommend new, modify or enhancement features, to product development by using customer feedback
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Completes and files work reports at the end of each day. Reports will reflect time worked and all supplies and materials used.
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This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor.
Requirements:
Competencies: To perform the job successfully, an individual must demonstrate the following:
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DEPENDABILITY AND RELIABILITY: Performs all duties and assignments whether or not supervision is present.
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COMMUNICATION SKILLS: Expresses ideas, information, and instruction in a positive and effective manner.
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TEAMWORK and COOPERATION: Works cooperatively with coworkers and supervisor. Acts as an effective team member with other employees through cooperation.
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JUDGMENT: Makes reasonable and appropriate decisions.
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ADAPTABILITY: Readily and effectively adjusts to changing ideas and activities.
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ROLE MODELING: Acts as a good role model for other employees.
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CREATIVITY: Shows imagination and innovation in solving problems.
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ATTENDANCE: Reliably reports for work as scheduled, works OT when requested.
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SAFETY: Follows all safety rules and works in a safe manner.
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PRODUCTIVITY: Produces an acceptable amount of work, of sufficient quality in an appropriate amount of time.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: Associate degree (A. A.) or equivalent from two-year college or technical school in computers or electronics; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Word, word processing software and Microsoft Excel spreadsheet software. Must run system or equipment specific software.
Reasoning Ability: Must use logical decision-making process to understand and diagnose customer issues over the phone. May require innovative problem solving. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Language Ability: Must communicate effectively with clients who may be under considerable stress. Must listen effectively to understand customer’s issues and effectively communicate solutions in manner customers can understand and implement. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
Certificates and Licenses: Valid Driver's License
Travel: Travel is not a regular part of this position.
Work Environment and Physical Demands: The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally will work near moving mechanical parts; risk of electrical shock and vibration.
The noise level in the work environment is usually moderate.
The employee must regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus, while performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell.
Employee Supplied Tools:
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5 Straight blade screw drivers 3/32, 1/8, 5/32, ¼ inch
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2 Phillips tip screw driver #1 and 2
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1 Pair of long nose pliers
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1 Diagonal cutter
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1 Ideal wire stripper
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1 8” crescent wrench
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1 Set of nut drivers up to 1/2”
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1 Set of Allen wrench’s up to 3/8 inch
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1 Hammer
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1 Small knife
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Other specialized tools will be supplied by Kahler.
