Job Title: Field Specialist I, Advanced Product Technical Support

POSITION PROFILE

The Field Specialist I, Advanced Product Technical Support provides telephone "hotline" product technical service support in a call center environment. The role involves assisting dealers, field technicians, VARs, OEMs, and end-user customers by resolving issues with malfunctioning electro/mechanical equipment, computer equipment, or software applications. This position ensures high customer satisfaction by identifying issues and recommending corrective actions.

Responsibilities include using sophisticated diagnostic tools, service aids, product schematics, and other resources to resolve equipment failures or issues. The role may also involve replicating equipment failure situations in a test laboratory and providing pre-sales technical expertise as needed.

JOB DUTIES AND RESPONSIBILITIES Responds to incoming support calls: Provides timely, professional assistance through telephone, voicemail, or email. Assumes full ownership of incoming support requests and ensures issues are resolved efficiently. Records support issues: Makes accurate, detailed entries for all incoming issues and activities within the call database software, ensuring all required fields are filled. Monitors support queues: Regularly checks phone, email, and voicemail queues, notifying the team when attention is required. Escalates issues when necessary: Identifies effective solutions to problems and escalates cases as needed, tracking issues until resolution. Completes administrative tasks: Ensures all administrative work is completed accurately and on time. Develops technical solutions: Provides solutions to a variety of problems, including hardware, software, or product-specific issues of moderate complexity. Maintains and updates documentation: Ensures existing documentation remains accurate and relevant. Makes recommendations for new documentation. Escalates unresolved issues: Follows correct escalation procedures for issues outside their expertise. Conducts tests in a controlled lab environment: Independently tests and resolves issues, utilizing lab equipment and resources to troubleshoot. Maintains lab equipment: Performs repair and preventative maintenance on assigned lab equipment and software. Guides team members in lab setup: Assists with the installation and maintenance of new lab equipment and software. Researches recurring issues: Tests and creates documentation (e.g., change requests, field bulletins, procedures) for approval. Attends training: Completes assigned training and assists in developing internal training materials. Manages company property: Responsible for maintaining a laptop and other assigned company property. Performs additional duties as assigned. QUALIFICATIONS (Education, Experience, and Certifications)

Typically Required:

High school diploma or equivalent and a BS Degree, technical school graduate, electronics training, or equivalent experience. 5+ years of related professional service repair and maintenance experience in the office automation industry is required. Minimum of 1 year as a Product Support Specialist or equivalent experience. Required Certifications (Two of the following): HDI Customer Service Representative, CompTIA A+, CompTIA Network+. Additional certifications may be required based on product or technology, such as CNA, CNE, MCP, MCSE, CDIA+, etc.. KNOWLEDGE, SKILLS, AND ABILITIES Communication skills: Strong verbal and written communication skills for assessing issues and providing clear guidance, even under stressful conditions. Problem-solving: Capable of making sound decisions and resolving issues, including those outside standard procedures. Typing skills: Proficient typing skills. Customer service: Exceptional customer service skills, ensuring follow-up and issue closure. Initiative: Self-motivated with the ability to work independently. Technical proficiency: Ability to read and understand technical documentation, manuals, and electrical diagrams. Hand tool dexterity: Requires proficiency in using hand tools like screwdrivers, pliers, and wrenches for repairing small electronic and mechanical components. WORKING CONDITIONS, MENTAL, AND PHYSICAL DEMANDS Typically works in an office environment with adequate lighting, ventilation, and a normal temperature/noise range. Shift work or extended hours may be required, including on-call or stand-by duties. Physical effort: Must be able to lift and carry objects weighing up to 50 pounds. The role requires frequent walking, standing, bending, and lifting when installing equipment. Manual dexterity: Requires frequent use of hand tools for working on equipment, including but not limited to screwdrivers, pliers, wrenches, and computers. Occasional stress: May experience stress due to high volumes of incoming issues or dealing with dissatisfied customers. Exposure to minor hazards: May be exposed to conditions such as burns, cuts, and other treatable accidents.

Note: The above statements describe the general nature and level of work expected for this role. They are not intended to be an exhaustive list of all responsibilities or working conditions associated with the position.