This position includes all aspects of product field support, including equipment and system hardware and software as well as systems networking.
Act as Regional Technical Specialist on escalations from any BlueCrest equipment issues or questions both remotely and onsite in the region.
Performs the verification of new equipment as per specifications in Danbury (checkout).
Provides technical support to customers on operational or maintenance aspects of system equipment.
Serves as our customer contact on technical and service-related issues.
Serves as the first escalation point for BlueCrest equipment issues from technicians in the region.
Diagnoses mechanical, hardware, software and systems failures using established procedures.
Determines most cost-effective repair/resolution to minimize customer downtime.
Prepares reports for analysis of product failure trends and service ability issues.
Provides technical support in the sales process.
Performs escalation and follow up with Danbury on situations related to, part quality or conception issues, part or system design, software, recurrent problem reported by field technician.
Uses best practices and drives improvements to obtain overall business objectives.
Qualifications
Ability to logically troubleshoot technical issues through use of application and system logs.
Ability to utilize remote diagnostic and communication software for problem resolution.
Be familiar with workgroup and domain-based networking, access, and security.
Strong mechanical aptitude and skills with the use of hand and power tools is required.
Ability to read and troubleshoot using electrical schematics and wiring diagrams is required.
Be familiar with AC and DC electrical circuits, switches, sensors, solenoids, and relays are required.
Consultative approach to interfacing with internal and external clients.
Engaging attitude and eagerness to help local service and clients solve their business problems.
Willingness to apply focus to unfamiliar parts of the business driving internal improvement.
Experience with Secure File Transfer, related software such as WS_FTP, Filezilla and Move-It.
Experience and familiarity with use of Dynamics 365 CRM and FP&O modules is desirable.
Ability to document technical environments, project deliverables and respond to technical RFP questions.
Ability to assist or create Statements of Work SOW for planned projects.
Latest Windows and Linux Operating System familiarity.
Flexible hours, with a high level of autonomy.
Partaking in technical support annual standby schedule.
Strong interpersonal and customer relationship skills.
Provide training and development to technicians in the area and track their progress.
Ability to conduct technician technical assessments.
Ability to assess client site’s stability and generate reports with findings and recommendations.
