Technical Support Specialist

Job Number: 3615

External Description:

Technical Service Specialist

Carrier is the leading global provider of healthy, safe, and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter, and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us, and we can make a difference together.

About this role

This position is for a seasoned professional who responds to customer calls, troubleshoots complex customer issues, provides training to customers, and performs complex data analysis. Guides less experienced team members and changes daily work procedures to ensure high-performance levels.

The Technical Service Specialist is responsible for providing a high level of customer support and troubleshooting assistance for all Sensitech products, services, and solutions. This position provides a practical diagnostic evaluation of end-user customer needs and, in all cases, uses sound judgment and timeliness in responding to and resolving each issue, request, or complaint to the customers’ satisfaction. The resolution includes but is not limited to the following: Identifying, researching, and resolving technical problems and timely response to telephone calls, emails, tickets, and personnel requests for technical support. The position also requires accurate documentation, tracking, and monitoring of the problem to ensure a timely resolution. Support and demonstrate Sensitech’s Support organization’s values and expectations for customer support and satisfaction are fundamental for this position.

Key Responsibilities

• Assists customers by providing support and troubleshooting of all Sensitech products, services, and solutions
• Research, respond, and resolve various customer inquiries received via telephone, e-mail, voice-mail, and ticketing system in a timely manner
• Learn and master specific company products, their technical requirements, and modes/methods of operation – as per the product matrix.
• Communicate with end-users at their level of expertise to solve problems via face-to-face interaction, telephone, remote PC applications, and/or e-mail
• Maintain a high standard of customer satisfaction while following Sensitech policies, procedures, and warranties
• Manage the coordination of Technical Service Case Management processes using a global ERP system
• Review existing procedures (Work Instructions) to ensure compliance with current practice and Sensitech's Quality System
• Collaborate with internal sales representatives, Analysts, Program Managers, Engineering, and other support members to ensure that customer issues are resolved appropriately. Provide necessary guidance and recommendations to internal customers to avoid technical issues
• Conduct Hardware evaluation of electronics and create/provide an evaluation report to the customer
•  Log and track support calls in the designated ERP and ticketing system(s), prioritize and escalate jobs as required to ensure customer satisfaction
• Identify trends in the support calls and develop documentation (in combination with other support members) to address these most often reported problems and issues. Notify management of increasing trends, unusual activity, or repeated activity
• Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required
• Recommend means for product or system improvements, including procedural steps, increased training, and enhanced documentation – assist with the execution of the recommendations.
• Conduct deep dive investigations to discover the root cause of the issue to avoid future occurrences. Escalate issues to Engineering, Data Center, or Quality departments through the established CAPA/CAR procedures.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Intranet/Ticketing system to assist with end users' issues.
• Assist the team to meet cost delivery services metrics benchmarks consistently
• Develops and/or maintains standard troubleshooting documentation
• Facilitates responses to customer complaints and manages communications in response to confirmed field failures
• Assist with developing and testing newly designed products for operational integrity and function.
• Conduct product training for Technical Service Representatives regularly and assist them in initiating, designing, and managing effective support solutions as directed by our business needs.
• Resolves issues surrounding installation, usage, upgrade, and training on products. Provides on-site support as needed.
• Acquires in-depth technical product and service knowledge.
• Gathers, summarizes, and analyzes data to ensure continuous improvement activities are identified. Presents information to managers.
• Proficient in handling customer matters to ensure the more complex issues are escalated to the appropriate management level for solution decisions.
• Advises lower-level team members with routine/more complex tasks to complete work tasks in time.
• May resolve technical problems in a call center/help desk environment or through customer escalation.
• Other tasks as assigned.

Required Qualifications

• Associate’s degree

Preferred Qualifications

• Bachelor’s Degree in Electronic/Electrical Engineering or Computer Sciences preferred.
• 4+ years’ experience working in a customer service/technical support field with direct customers.
• Creativity, problem-solving skills, strong analytical and communication skills.
• Some knowledge and experience with software coding would be beneficial.
• Must be organized and detail-oriented.
• Strong interpersonal skills and ability to work as part of a team.
• Proven capability to adapt personal style, project management approach, and methodology to the needs and requirements of the company, customer, and specific project.
• Ability to multitask, respond quickly, and follow established procedures.
• Must have strong attention to detail, analytical skills, and problem-solving skills.
• Self-motivated individual with the ability to take ownership of the assigned responsibilities and bring them to completion with minimal direct supervision
• Ability to learn and conduct electronic fault finding at the component level
• Knowledge and experience using diagnostic test equipment such as Multi-meters and Oscilloscopes.
• Knowledge of Local and Wide Area networking concepts, configurations, systems and TCP/IP protocol, SMTP, POP3, firewall, and network security is essential.
• Ability to lift 25 lbs.

EH&S REQUIREMENTS

• Comply with the EH&S Policy and applicable regulatory and company EH&S rules and requirements
• Report to supervision conditions or practices that are either unsafe or that may adversely impact the environment to ensure prompt resolution of potential hazards
• Attend scheduled EH&S training program
• Actively support the organization’s efforts to meet or exceed EH&S goals and plans
• Recommend improved EH&S practices

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Job Number: 30125721

Community / Marketing Title: Technical Support Specialist

Location_formattedLocationLong: Massachusetts, US