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Technical Help Desk Technician in Weldon Spring, MO at ITW

Date Posted: 5/10/2019

Job Snapshot

Job Description

The Help Desk Technician (HDT) is responsible for providing technical product support to both external and internal customers. HDTs repair/troubleshoot customer equipment, train customer and employees, and provide support and development of the company website.



Responsibilities

  • Answers/trouble shoots Customer, Distributors, Corporate Account Executives, and Field Service Technician’s phone calls on technical issues.
  • Responds to emails from Customers, Distributors, Corporate Account Executives, and Field Service Technicians in a timely manner.
  • Performs Parts look ups for customers.
  • Provides Field Service Support as needed.
  • Maintains/edits Internal Sharepoint Site
  • Provides remote video support using Skype
  • Tests/evaluates new vendor products
  • Makes courtesy calls/follow ups for Top 20 Accounts
  • Makes outgoing MAMC phone calls.
  • Sells parts to customers.
  • Trains customers and field technicians on company product lines.
  • Provides Online Customer support (chat).
  • Repairs company equipment.
  • Travels to customer site to assist in installations and/or resolving technical issues
  • Maintains focus on continuous improvement by applying 80/20, PLS, and USa principles/techniques and makes process improvement recommendations to management.

Job Requirements

Education: An Associate’s Degree in Electronics or equivalent experience required. A Bachelor’s degree in Electrical or Mechanical Engineering preferred.

Experience/Skills:

  • Three (3) years previous experience or in a related area (flexible based on experience and position level required).
  • Computer experience required
  • Electronic Circuitry Knowledge
  • Inkjet product, Print & Apply product, and/or Print Engine Repair knowledge a plus
  • Excellent customer service & selling skills
  • High level of accuracy and attention to detail.
  • Excellent problem solving, troubleshooting and teamwork skills
  • Excellent multitasking and organizational skills
  • Good oral and written communication skills are required