Technical Support Engineer

The Technical Support Engineer will be based out of a Washington or Idaho office will be part of team that is the primary technical support contact for customers, prospects and partners. This position will be responsible for ongoing customer support while also providing assistance with system design and installation services. In a continuing effort to serve our customers, the Technical Support Engineer will also help identify system enhancements that will maximize system performance and address evolving customer requirements. Lastly, the Technical Support Engineer will strive to improve our support capabilities by documenting best-practices and sharing knowledge and experience with partners and peers. 

Essential Duties and Responsibilities:

• Provide exceptional customer service, support and training to ensure the highest level of customer satisfaction.
• On-site install of new equipment (software and mechanical)
• Provide solutions and repairs both remotely and on-site.

• Assist the Development organization in identifying and prioritizing product enhancements and new solutions required to meet customers’ demands.
• Build/maintain technical and support relationships with staff, customers and partners.

  
  

  Expectations:

• You will be expected to demonstrate the attitude, commitment and passion necessary to satisfy our customers and grow our company.
• You will be expected to put forward the effort necessary to quickly learn about our products and technology to achieve our customer support commitments.
• Based on the critical nature of our solutions, must be willing and able to work and travel on off-hours (i.e., early mornings, late evenings and weekends), with limited notice, to support our customers and/or fulfil project commitments.
• With advance notification, you may be expected to travel out of state or country to support our customers or receive training as required.

  
  

  Qualifications:
• 5+ years of experience providing technical sales support (remote & on-site) in a solution-oriented software and/or mechanical environment.
• Demonstrated ability to effectively listen, solve problems and provide support to customers.
• Successful history of driving results & recognized as a key contributor in his/her prior role.
• The ability to communicate technical concepts to non-technical individuals (mainly customers).
• The ability to work between diverse organizations with overlapping business drivers and needs.
• The ability to work in a high-pressure, schedule-driven/evolving work environment.
• Excellent oral and written communication skills, including workgroup facilitation.
• A self-motivator.
• Bachelor’s degree in engineering/computer science or Trade School for electrical, or comparable work experience in a related technical field.
• Computer and office equipment knowledge required to fulfil your responsibilities and support our customers will be provided by the company.

 

Supplemental Information:

• Approximately 40 hours /week is required to efficiently perform the job duties. Generally, working hours are Monday to Friday 8:00am to 5:00pm but weekends and off hours are not unusual, and may happen on short notice.
• Expected to work varying amounts of overtime, especially for periods of high volume work
• This position also requires availability and accessibility to respond to customer calls outside of normal business operating hours in the evenings and during weekends.
• Lifting and moving equipment required
• Must possess a valid Driver’s License.
• Report directly to Technical Support Manager (WA or ID). Depending on the situation (i.e., project, location, job function, company growth, etc.), you may also be directed by personnel as required 
  

 

Compensation & Benefits:

• Dependent on experience.
• 18 days of paid vacation per annum, accrued monthly on a pro-rata basis (1.5 days per month).
• Increases in compensation based on company and customer performance evaluation as well as individual contributions and attitude.
• A service vehicle will be provided for visiting customers; If a personal vehicle is used for business use, a mileage reimbursement will be provided using the current IRS Standard Mileage rate (currently $.67 per mile).
• Medical benefits and healthcare insurance are provided by the company (details provided separately).

Please contact Tara, tara@producecareers.com