Technical Service Support Specialist V

Technical Service Support Specialist V#26-10555 Columbus, IN

All On-site Job Description Position Title:

Technical Service Support Specialist Job Summary:

Provide technical support for less complex service related issues.

Key Responsibilities:

Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events. Formulate and direct less complex repair plans. Document the results of diagnostic and repair actions in the appropriate database clearly and concisely. Manage the escalation of complex requests to the appropriate level of support. Assists with diagnostic support and escalation process improvement activities. Maintain knowledge and technical understanding of current products and new products. Promote •Service capability and service programs to increase sales.

Qualifications and Competencies:

Diagnostics Application:

Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

Technical Escalation:

Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

Service Documentation:

Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Electronic Service Tool Application:

Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Service Capability, Capacity and Coverage:

Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Collaborates:

Building partnerships and working collaboratively with others to meet shared objectives. Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Customer focus: Building strong customer relationships and delivering customer-centric solutions. Nimble learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Resourcefulness:

Securing and deploying resources effectively and efficiently.

Education, Licenses, Certifications:

College or technical trade school or equivalent degree, or equivalent experience, required.

Experience:

Intermediate level of relevant work experience required.

Day to day:

This candidate will be working with the help desk and support tickets. This candidate will be investigating products within different systems. This candidate will be investigating throughout their day to day job duties.

Prior experience:

Minimum of 5 years' Experience in Customer Support / Account Management in an Application Software related field. •Additional Manager Notes•The manager is flexible with location/hours with the working hours being mainly 8am-5pm

EST. EEO

"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."