Technical Support Specialist Ii
Current• Develop and maintain technical support processes and procedures for equipment repairs, maintenance plans and product upgrades.• Manage spare parts and warehouse inventory.• Serve as technical and communication liaison between customers, internal and external field sales, MELCO and MEPPI to support equipment field incidents.• Provide 24/7/365 customer support and communication for customer inquiries and field incidents.• Oversee and coordinate efforts to resolve field incidents. Document all field incidents, track progress of resolution and perform customer follow up.• Initiate Field Incident Reports within MEPPI’s business system for product line issues reported from the field.• Manage and continually improve processes for tracking test equipment and maintaining test equipment calibration.• Provide technical support for troubleshooting of parts, equipment, field service and warranty work.• Plan, schedule and communicate maintenance outages with customers.• Participate in and provide technical expertise at customer meetings, field service visits and training sessions.• Identify and develop new product and service offerings. Provide technical support to service sales effort for new and existing offerings.• Create and conduct training programs for field service technicians and customers for all product lines.• Further the goals and positive, professional image of the Division through interaction with other Departments in the Division, as well as other company Divisions and vendors.
