Product Support Specialist

Job Description

Seeking a Product support engineer to join our team. Primary support activities include responding to e-mail and inbound phone requests for assistance with installing, operating and trouble-shooting products.

The position is responsible for supporting our fan products, motors, variable frequency drives and controls. The support engineer will work alongside other support engineers and report to our operations manager. The support engineer will also be expected to find time making outbound calls to customers, ensuring the customer is pleased with both our products and support.

Responsibilities

Perform remote troubleshooting of hardware and software, and component replacement, installation, and repair
Provide intermediate to advanced product education to customers and staff
Aid in creating & delivering educational content (CEU course, videos, etc.)
Installing and configuring controller software.
Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
Troubleshooting system problems and diagnosing and solving hardware or software faults.
Replacing parts as required.
Providing support, including procedural documentation and relevant reports.
Following diagrams and written instructions to repair a fault or set up a system.
Supporting the roll-out of new products.
Responding quickly to customer support calls.
Working continuously on a task until completion (or referral to third parties, if appropriate).
Prioritizing and managing many open cases at one time.
Rapidly establishing a good working relationship with customers and relevant 3rd parties.
Testing and evaluating new technology.

Skills & Experience

Must have prior experience operating or supporting motors, drives and electronics/software
Proficient in MS Office applications, such as Outlook, Word, Excel, PowerPoint
Enjoy working in a fast paced and exciting environment
Have excellent customer service and relationship building skills
Pro-active and problem-solving skills
Results oriented with a sense of urgency; motivated by closing cases
Strong - organization, presentation, written and verbal communication skills
Must be legally eligible to work in USA.
Must reside within a 30-mile radius from Alpharetta, GA

Benefits

Competitive Salaries
Medical, Dental, and Life Insurance
Paid Vacation and Holidays (PTO time)
401K Plan
Flexible Spending Plan