February 7, 2018

Tech Support Technician

Reports To: QA Manager FLSA Status: Non-Exempt
Division: Corporate Date Issued: 2/2018
Department: 415 Email Résumé To: careers@jpwindustries.com

Accountabilities

The Tech Support Technician provides technical product assistance to our internal and external customers. They provide technical assistance and expertise of electrical, mechanical and functional nature for all of JPW product lines. Their primary focus is to provide this technical guidance for all JPW stakeholders (End-Users, Distributors, Sales Reps, ASC personnel and the JPW group) in the form of product set-up and operational trouble- shooting. Most commonly, the job is performed by telephone, within a timely and professional manner, while working under the direct supervision of the Quality Assurance Manager.

Authorizations

    A. Financial
    B. Organizational

Essential Duties and Responsibilities (Primary)

  • Provide technical assistance on both Warranty and Non-Warranty product in the form of trouble shooting and machine evaluation and/or tool-related situations.
  • Assist and respond to all technical inquiries, complaints or questions on application and specifications of various products in the JPW Company line, all within a timely and professional manner, that may derive from all of JPW stakeholders (End-Users, Distributors, Sales Reps, ASC personnel and the JPW group)
  • Coordinate field service and assign authorization numbers to field service personnel as needed. Enter work orders in the computer system, monitor the repair progress and keep all relevant files maintained at all times.
  • Keep up to date with any changes to the current product line and acquaint and familiarize your self with internal operations of all new products and all product material.
  • Report to the proper department all major or recurring problems with equipment and/or component parts.
  • Correspond with the JPW stakeholders (End-Users, Distributors, Sales Reps, ASC personnel and the JPW group) by either fax or letter as required.
  • Notify the proper departments of any change in status of repair stations.
  • Provide assistance and guidance as designated by JPW management in any other duties as assigned.

Additional Job Characteristics

  • Working environment is good. Will encounter uncooperative customers.
  • Work is fast paced with long periods of repetitive telephone conversations with customers. Calls may be monitored for training and quality purposes.
  • Telephone conversations are 90% of daily function.
  • Physical activity includes prolonged and intensive use of fingers on repetitive operation of computer terminals, requires viewing computer screens for prolonged periods, and requires extensive and continuous telephone communication as well as having to sit in one place for prolonged periods of time.
  • Physical activity includes prolonged use of fingers using the computer, viewing computer screens, proofreading printed text as well as filing and copying. Also may require some discomforts and unpleasantness such as moderate levels of noise and uncomfortable positions while testing and/or inspecting equipment in general warehouse conditions, and may be required to lift up to 50 lbs. or more.
  • Will interact with Customer Service Department both independently and as part of a team.
  • Will have contact and interact with the general public, JPW stakeholders (End-Users, Distributors, Sales Reps, ASC personnel) and the JPW group personnel such as QA, Sales, Marketing, Customer Service, Warehouse personnel and the Technical Writer.

Knowledge and Skills Requirements:

  • Must have some college, technical degree or vocational training on electrical controls and mechanical operating machinery and accessories or equivalent experience of 3-5 years.
  • Must have familiarity and working knowledge of metal working or wood working machinery.
  • Must be able to provide technical assistance by troubleshooting and evaluating machinery and/or tool-related situations.
  • Must be able to communicate clearly all technical problems and procedures and clearly explain step-by-step procedures.
  • Must possess good interpersonal communication skills with both verbal and written dexterities and the ability to enunciate and pronounce words clearly to be understood over the telephone in an excellent and professional manner.
  • Must be organized, able to think quickly and logically and work well with people.
  • Must be able to see errors in printed words and have the ability to see details and slight differences in shapes or pictures.
  • Must have computer skills. Will use office equipment such as computer, telephone, fax machine and copier.
  • Will use and must have a working knowledge of various testing equipment and measuring instruments such as micrometers, calipers, dial indicators, power/manual tools as well as a variety of material handling equipment.

Excellent total compensation package, salary contingent upon experience. M/F/V/D

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