Field Specialist I, Advanced Product Technical Support

Corporate HR Specialist

Field Specialist I, Advanced Product Technical Support

POSITION PROFILE

Provides telephone hotline product technical service support in a call center environment to dealers, field technicians, VARs, OEMs and/or end user customers. Ensures high-level customer (caller) satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action. Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues. As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures. On occasion, may also provide pre-sales technical expertise to the sales team as needed, remotely assessing po...