2nd Level Support Specialist (20279) bei Bizerba USA Inc.
Bizerba USA Inc. · Richmond, Vereinigte Staaten Von Amerika · Onsite
- Junior
- Optionales Büro in Richmond
Career Opportunities: 2nd Level Support Specialist (20279)
Get started now with Bizerba!
For our location in Richmond, VA we are looking for a
2nd Level Support Specialist
Solve. Support. Succeed as a 2nd Level Support Specialist!
We are seeking an experienced Product Support Specialist to join our on-site training department. As a 2nd Level Support Specialist, your role is crucial to our success, as you will be providing remote product support to customers and technicians. Working within a team of experienced support specialists and dispatchers, you will be able to assist customers and technicians with basic equipment troubleshooting and parts questions.
Your tasks
- Installations, troubleshooting, on products or systems remotely
- 1st level remote support in case of a technical issue
- If a remote solution is not possible → technical pre-clarification in preparation of onsite visit
- Qualification of service calls
- Case distribution and observation with 2nd level support/Global Support
- Ensure to give support only to eligible persons
- Documentation of service calls in CRM
- 2nd Level Support for field service technicians on-site and the remote technician with technical questions
- Carrying out fault analysis and troubleshooting via remote access
- If necessary, pre-qualification of the fault and forwarding
- Service-side support for key account customers
- Collaboration in customer projects
- Analyzing error messages, developing, and documenting solutions
- Preparation of technical documentation for service technicians and occasional training
- Conducting training courses, product/troubleshooting training for customers and staff
Your profile
- Associate degree or equivalent completion of military/technical school related to applied field.
- 1-2 years related experience/training or equivalent combination of education and experience.
- Good analytical skills. Capability of reading wiring diagrams, schematics, and spare part break downs.
- Ability to troubleshoot on a “next level” with customers and technicians.
- Knowledge of Windows programs, i.e., Word, Excel, and PowerPoint.
- Experience in SAP or ability to learn applications within SAP.
- Proficiency with the use of hand and power tools.
- Able to lift 50lbs.
- Ability to improve existing production processes by implementing automation.
- Valid driver's license and good driving record needed.
- Can listen to customer concerns and takes time to explain all job-related topics efficiently and effectively.
- Proven initiative and a professional "can do", pleasant attitude.
- Customer focused and self-motivated.
- Detail oriented.
- Strong organizational and time management skills.
- Able to pass a criminal background check and pre-employment drug screen
Get started now with Bizerba!
For our location in Richmond, VA we are looking for a
2nd Level Support Specialist
Solve. Support. Succeed as a 2nd Level Support Specialist!
We are seeking an experienced Product Support Specialist to join our on-site training department. As a 2nd Level Support Specialist, your role is crucial to our success, as you will be providing remote product support to customers and technicians. Working within a team of experienced support specialists and dispatchers, you will be able to assist customers and technicians with basic equipment troubleshooting and parts questions.
Your tasks
- Installations, troubleshooting, on products or systems remotely
- 1st level remote support in case of a technical issue
- If a remote solution is not possible → technical pre-clarification in preparation of onsite visit
- Qualification of service calls
- Case distribution and observation with 2nd level support/Global Support
- Ensure to give support only to eligible persons
- Documentation of service calls in CRM
- 2nd Level Support for field service technicians on-site and the remote technician with technical questions
- Carrying out fault analysis and troubleshooting via remote access
- If necessary, pre-qualification of the fault and forwarding
- Service-side support for key account customers
- Collaboration in customer projects
- Analyzing error messages, developing, and documenting solutions
- Preparation of technical documentation for service technicians and occasional training
- Conducting training courses, product/troubleshooting training for customers and staff
Your profile
- Associate degree or equivalent completion of military/technical school related to applied field.
- 1-2 years related experience/training or equivalent combination of education and experience.
- Good analytical skills. Capability of reading wiring diagrams, schematics, and spare part break downs.
- Ability to troubleshoot on a “next level” with customers and technicians.
- Knowledge of Windows programs, i.e., Word, Excel, and PowerPoint.
- Experience in SAP or ability to learn applications within SAP.
- Proficiency with the use of hand and power tools.
- Able to lift 50lbs.
- Ability to improve existing production processes by implementing automation.
- Valid driver's license and good driving record needed.
- Can listen to customer concerns and takes time to explain all job-related topics efficiently and effectively.
- Proven initiative and a professional "can do", pleasant attitude.
- Customer focused and self-motivated.
- Detail oriented.
- Strong organizational and time management skills.
- Able to pass a criminal background check and pre-employment drug screen
