Technical Support Specialist

METTLER TOLEDO
life insurance, paid time off, tuition reimbursement, 401(k), company vehicle
United States, Ohio, Columbus
Jan 03, 2025
Our Opening and Your Responsibilities Essential Duties and Responsibilities include the following: - Create and maintain Job Aids to ensure compliance with processes by our field service organization. - Ensure all materials and documentation are available and updated for field service teams and distributor partners - Handle escalated issues received from customers, Service Management, and other members of field service/sales teams - Be product knowledge experts for retail product lines and assist field service teams in ensuring products are professionally installed and maintained in compliance of company standards and guideline - Take the lead on issues and ensure a solution is achieved, manage conversation between field sales, service, and engineering teams to ensure resolution. - Ensure current issues are diagnosed and troubleshoot then document the process to repair ensuring timely service on-going - Provide ILT training to Field Service organization - Assist in LMS & ILT training development - Create and maintain knowledge content for the My Support Application to help ensure initiative-taking support capabilities - Manage all incoming calls into the technical support line queue with limited hold times - Answer the phone in a professional manner and work with the customer/field engineer to help them troubleshoot their machine and solve their problem - Research required information using available resources. Take ownership of issues ensuring customer satisfaction - Respond to technical questions via email in a timely manner - Identify and escalate priority issues with a sense of urgency - Ensure support calls are documented in the support ticket system - Provide customer training when purchased - Assist engineering teams in testing new functionality on products - Review and document any quality issues. Work closely with engineering and manufacturing teams to resolve issues quickly. - Pilot/user testing of new software and tools prior to field implementation - Troubleshoot, diagnose, and repair all known and documented issues for any METTLER TOLEDO or supported competitor retail scale systems - Install, configure & service all retail products - Perform planned maintenance on retail products - Ensures company vehicle is serviced and maintained according to fleet requirements and policies. - Ensures productivity and other assigned KPIs are met. - Maintain Weights & Measures certification for all required state/counties as required. - All other duties as assigned. - Perform advanced set-up and repairs of high-end Mettler Toledo solutions may involve software, computer networking and system integration with the customer's infrastructure - Ability to travel overnight 15% of the time What You Need to Succeed Minimum of a High School Diploma or GED or 5 years relevant experience and an aptitude in the areas of Engineering, Electronics, Instrumentation, Technology or Computer Science or equivalent education and experience in a technical support role, technical troubleshooting or technical installation of electronics or electromechanical technology. Associate's degree (AA) with a technical major or equivalent from a two-year College is preferred. Customer facing or field service experience preferred. Commercial experience desired. Basic understanding of electrical and mechanical repair philosophies including: basic understanding of PC networking & software configuration Network + or CompTIA A+ certification preferred but not required. 3 years of experience with PC based systems and experience supporting Linux based systems preferred. Our Offer to You Medical, dental and vision care coverage and a 401(k) savings plan with company matching - all starting on date of hire Tuition reimbursement, employee wellness programs, plus other perks and discounts Parental and caregiver leave policies All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits Global market strength and worldwide leadership in weighing A brand name that is identified worldwide with precision, quality, and innovation Thousands of patents, design and innovation awards A commitment to extraordinary service on our state-of-the-art equipment About Mettler Toledo METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com. Equal Opportunity Employment We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. You can find more details in our Equal Employment Opportunity Policy. If you'd like more information about your EEO rights as an applicant under the law, please click here.