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Technical Support Specialist in Allentown, PA at Vaco

Date Posted: 7/9/2018

Job Snapshot

Job Description

  • 5 to 7 years electronics/technology experience troubleshooting hardware, software, operating systems, performance issues and overall systems knowledge Experience troubleshooting LAN/WAN
  • Must be able to set priorities and flexible in a fast paced environment Must be positive, professional, self-motivated, resourceful, and able to work with minimal supervision Excellent customer service and organizational skills Strong oral and written communications skills Effective hardware and software troubleshooting skills Ability to read network diagrams and troubleshoot network-related issues on end-user devices Ability to create and deliver training courses Great record-keeping skill: ability to follow through and document issues and resolutions Proficient in Microsoft Office applications: Word, Excel, Outlook, etc.

The Technical Support Specialist 2 (TSS2) role is responsible for providing technical support to customers in support of windows-based medical devices and applications. The Technical Support Specialist 2 will interact directly with the customer and provide support for level 2 technical support issues, level 1 duties as needed, and escalate technical issues to TSS3 when necessary. The Technical Support Specialist 2 will courteously and promptly work to resolve customer questions and problems, maintain professional relationships with both external and internal customers, and complete related records, reports, and documents.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for effectively performing technical support functions

  • Provide support for incoming customer technical issues by providing resolution or escalating in a timely manner.
  • Provide support for customer requests for repair status, documentation, software, or part numbers.
  • Provide support for requests for technical assistance by internal customers.
  • Perform follow up support related to TSS2 or TSS3 issues.
  • Support scheduled 24x7x365 call rotation.
  • Provide follow up support for QA requests by contacting customers to perform additional troubleshooting or root cause analysis (RCA).
  • Create technical documents as assigned (Such as technical Bulletins, Troubleshooting documents, RCA)
  • Complete projects and perform other duties as required or assigned.
  • Travels to customer sites as needed or assigned.

    Assumes responsibility for establishing and maintaining professional working relations with customers

  • Resolves questions, requests, and problems promptly and courteously.
  • Maintains the Company's professional reputation by providing superior customer service.
  • Follows up on open tickets, unresolved tickets, scheduled hardware and software upgrades or installs, systems level problems, and tickets that are escalated to other departments to ensure progress and completion of requests.

    Assumes responsibility for establishing and maintaining effective working relations, communication, and coordination with Company personnel and management

  • Provides team members, product managers, and engineers inputs to continuously improve efficiency.
  • Functions as a resource for product specifications and data workflow management.
  • Provides in-house employee training as required
  • Assists and supports field service personnel as needed
  • Keeps management informed of area activities and of any significant problems
  • Completes projects and performs other duties as required or assigned

    PERFORMANCE MEASUREMENTS

  • Superior customer service and technical support are provided
  • Technical questions and problems are resolved promptly, courteously, and accurately
  • Customer and Company personnel are appropriately supported with training
  • Company personnel are supported promptly with attentive assistance, proper training and/or explanation
  • Management is well informed of area activities and of any significant problems
  • Files are correct, current and well maintained
  • Required records and reports are completed in a timely manner

    QUALIFICATION

    Education/Certification:

  • B.S. in Biomedical or Clinical Engineering, Computer Science, Electrical Engineering, or equivalent work experience.

    Required Knowledge:

  • Good knowledge of the use of equipment diagrams and blueprints
  • Strong knowledge of technical, troubleshooting and customer service principals.

    Experience Required:

  • 5 to 7 years electronics/technology experience troubleshooting hardware, software, operating systems, performance issues and overall systems knowledge
  • Experience troubleshooting LAN/WAN

    Skills/Abilities:

  • Must be able to set priorities and flexible in a fast paced environment
  • Must be positive, professional, self-motivated, resourceful, and able to work with minimal supervision
  • Excellent customer service and organizational skills
  • Strong oral and written communications skills
  • Effective hardware and software troubleshooting skills
  • Ability to read network diagrams and troubleshoot network-related issues on end-user devices
  • Ability to create and deliver training courses
  • Great record-keeping skill: ability to follow through and document issues and resolutions
  • Proficient in Microsoft Office applications: Word, Excel, Outlook, etc.