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2nd Level Support Specialist

2nd Level Support Specialist

Bizerba USA IncRichmond, VA, US
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Job Description

Solve. Support. Succeed as a 2nd Level Support Specialist!

We are seeking an experienced Product Support Specialist to join our on-site training department. As a 2nd Level Support Specialist , your role is crucial to our success, as you will be providing remote product support to customers and technicians. Working within a team of experienced support specialists and dispatchers, you will be able to assist customers and technicians with basic equipment troubleshooting and parts questions.

Your tasks

  • Installations, troubleshooting, on products or systems remotely
  • 1st level remote support in case of a technical issue
  • If a remote solution is not possible → technical pre-clarification in preparation of onsite visit
  • Qualification of service calls
  • Case distribution and observation with 2nd level support / Global Support
  • Ensure to give support only to eligible persons
  • Documentation of service calls in CRM
  • 2nd Level Support for field service technicians on-site and the remote technician with technical questions
  • Carrying out fault analysis and troubleshooting via remote access
  • If necessary, pre-qualification of the fault and forwarding
  • Service-side support for key account customers
  • Collaboration in customer projects
  • Analyzing error messages, developing, and documenting solutions
  • Preparation of technical documentation for service technicians and occasional training
  • Conducting training courses, product / troubleshooting training for customers and staff

Your profile

  • Associate degree or equivalent completion of military / technical school related to the applied field.
  • 1-2 years related experience / training or equivalent combination of education and experience.
  • Good analytical skills. Capability of reading wiring diagrams, schematics, and spare part breakdowns.
  • Ability to troubleshoot on a “next level” with customers and technicians.
  • Knowledge of Windows programs, i.e., Word, Excel, and PowerPoint.
  • Experience in SAP or ability to learn applications within SAP.
  • Proficiency with the use of hand and power tools.
  • Able to lift 50lbs.
  • Ability to improve existing production processes by implementing automation.
  • Valid driver's license and good driving record needed.
  • Can listen to customer concerns and take time to explain all job-related topics efficiently and effectively.
  • Proven initiative and a professional "can-do", pleasant attitude.
  • Customer-focused and self-motivated.
  • Detail-oriented.
  • Strong organizational and time management skills.
  • Able to pass a criminal background check and pre-employment drug screen
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