Technical Support Engineer

 •  Neo Post Kennesaw, GA

Less than 5 years experience  •  Business Services

Salary depends on experience
Posted on 07/13/17
Kennesaw, GA
Less than 5 years experience
Business Services
Salary depends on experience
Posted on 07/13/17

GeorgiaDescription

TITLE: Technical Support Engineer

GRADE LEVEL:Exempt

REPORTS TO: Atlanta Competency Center Manager

LOCATION: Kennesaw, GA

 

Learn more about Neopost USA by viewing this short video: VIEW NEOPOST VIDEO

 

OVERVIEW:

This position will demonstrate a high level of proficiency in all activities associated with providing Tier 2 Technical Support to Field Technicians, Tier 1 Technical Support, Branches and Dealers of Neopost USA, throughout the United States. This position requires troubleshooting, repairing and debugging complex electromechanical equipment, computer systems, complex software, Mailing system, Folder Inserter, Address Printers, Network and PC knowledge. Must have excellent computer and software skills, communication skills (written and verbal), and the ability to foster strong customer relationships. Will be involved in customer training; equipment installation; troubleshooting on-site as needed. Overtime and schedule flexibility is required.

 

Having wide-range experience, use professional concepts and company objectives to resolve complex issues in creative and effective ways. Answers incoming calls from Field Technicians, Branches and Dealers and from time-to-time answers overflow of incoming calls from the Tier 1 Technical Support Call Center and/or Customer Care Call Center. Works on complex issues where analysis of situations

or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Internal and external contacts often pertain to company plans and objectives. Determines methods and procedures on new assignments, and may provide guidance to other personnel.

 

ESSENTIAL DUTIES / RESPONSIBILITIES:

 

  • Excellent communications skills (Written, Verbal and Listening)
  • Assist in creating and writing technical documents
  • Must have a professional phone demeanor and presence
  • Customer satisfaction focused and present excellent interpersonal skills
  • Provide mid to advance level technical support to Customers, Field Service Technicians and Sales via phone, email or other means of direct communication
  • Take the "lead" by providing timely and effective resolutions to problems with maximum focus of efforts on maintaining customer satisfaction with the Operating companies and the products
  • Troubleshoot hardware and software problems to resolution
  • Respond to situations where first-line product support has failed to isolate or fix problem(s)
  • Work effectively within a team driven environment
  • Communicate regularly with the Product Engineer group, Memphis Distribution Center and Field Service Personnel
  • Adhere to business guidelines and take direction from the Competency Manager.
  • Make independent business decisions and use good judgment
  • Conduct training classes.
  • Competent on at least two (2) Neopost/Hasler product lines
  • Maintain a high level of customer care while demonstrating a cooperative and friendly attitude
  • Answer incoming calls from Field Technicians, Branches and Dealers and adhere to work schedule
  • Complete customer visits when necessary and work with all departments to ensure customer's expectations are met/exceeded
  • Satisfactorily complete continuation and new product training classes
  • Process Branch and Dealer parts/RMA orders as necessary
  • Maintain Test Lab in working order while keeping it clutter free
  • Flexible hours required and schedule may necessitate over 40 hours per week
  • Other duties as assigned
  • Travel20-40%

 

QUALIFICATIONS:

 

  • AS degree in Computer Information/Electronic Technologies and/or at least two to four (2-4) years experience
  • A+ Certified Desired
  • Network + Certified Desired
  • Thorough knowledge of Microsoft Operating Systems
  • Two to four (2-4) years field experience or equivalent troubleshooting and repairing complex mail equipment
  • Mechanical aptitude
  • Ability to troubleshoot digital electronics circuits
  • Ability to set up and use electronics testing devices to include DVM, O-Scope and power line tester
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