Engr, Technical Support

SUMMARY/SCOPE OF POSITION:
To support the core products, defined by the supervisor/manager, via telephone and field support. Provide important technical information to Allen-Bradley brand customers, distributors, sales representatives, and service technicians/engineers. Perform back-up field service as required.
ESSENTIAL SKILLS & FUNCTIONS:
Provide telephone consultation regarding problems on specific equipment. Recommend corrective action(s) and troubleshooting approaches. Resolve device issues and answer related questions.
Coordinate request for service in the event of a failure to rectify a problem via telephone which may include scheduling of themselves or factory personnel for field service.
Assist local representative on difficult problems, to include on-site field service.
Keep Product Manager, Quality Assurance and department management informed of any outstanding products deficiencies and generate corrective action requests as required.
Support entire core products as defined by management.
Maintain and utilize working knowledge of all tools that are applicable
Independently follow all tech support tasks, processes and procedures.
Create and update knowledgebase documents as required.
Collaborate and consult with team members as necessary.
Manage complex customer issues through to completion (reports, schedule service, final disposition, etc.)
This position does not offer sponsorship for working in the United States.
EOE, M/F/Disable, Vet



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