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  • Job reference: RMS0100234

Technical Support Specialist

  • Sector: Engineering
  • Location: Buckinghamshire / Bedfordshire
  • Job type: Permanent
  • Date posted: 07/10/2011
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The Company:
My client is involved with power, control and information solutions and services that help solve manufacturing problems.

The Role:
Your role as Technical Support Specialist is to provide technical support, using product knowledge, knowledgebase tools and collaborating with other staff to investigate and verify reported product problems in software, firmware, hardware and documentation. Provide resolutions to both internal and external customer enquiries, escalating those you are unable to resolve to the next level of support.

As a Technical Support Specialist your main duties will involve:
• Write, modify and review Technical Notes, Technical Bulletins, and other documentation to inform the field of solutions to commonly experienced problems, work-arounds, installation practices that create problems, etc. to improve customer satisfaction and acceptance.
• Build competencies through product training and on the job tasks such as customer site visits or project work, in order to reduce enquiry resolution time for customers, Company field office personnel, distributors, and integrators.
• Role reports to the Technical Support Team Leader and has no subordinates.
• Provide 2nd line technical support, taking full ownership for resolving cases. This may include problem replication and will require consultation and collaboration with other areas of the business.
• Following department procedures and defined timeframes escalate and collaborate with 3rd line support, maintaining issue ownership and contact with the customer, until the issue is resolved to the satisfaction of the customer.
• Trouble shooting could involve contact with clients worldwide.

Essential Skills / Qualifications:
As a Technical Support Specialist you will have experience of:
Previous customer support, or technical role, that included problem solving and a strong knowledge of Industrial Automation, focused on the application of one or more of the following;
• PLC Controllers
• Industrial Networks
• Drives & Servo Motion Control
• Programming software
• SCADA / Visualisation / HMI
• MES / ERP / SQL software solutions
• Strong understanding of PCs and Microsoft operating systems.
• A background within Electrical / Electronic Engineering, Control Engineering, Automation, Computer sciences or IT.
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