Overview

ATSS is looking for a Product Support Technical Specialist for a client in Bay Minette, AL 
 
The Product Support – Technical Specialist

The Product Support – Technical Specialist maintains a dedicated focus on ensuring that customers are incredibly satisfied with their  products. They are the link between the Customer and the Product and Engineering teams. The Product Support – Technical Specialist exhibits a deep product expertise, highly responsive, empathic, a professional communicator, creative problem solving, effective coordination of internal resources, and superb prioritization skills. This role is perfect for someone who has a passion for all things digital, fixing things, customer service, solving complex problems, and who loves to learn and teach.

About The Team

The Technical Support team earns customer loyalty through providing real time solutions to field service technicians, dentists, and our sales team. We look for people who are consultative, analytical, technically minded, team players and passionate about helping others.

About The Job

The home location for this position can be at any of our manufacturing plant locations: Bay Minette, Alabama; Spearfish, South Dakota; Lancaster, Pennsylvania; or Hillsboro, Oregon

Field requests from customers for product support. i.e. installation instruction, troubleshooting, part number information, product configurations, compatibility via an automated call distribution system (call center) and other digital media
Train dealer technicians, sales reps and internal associates
Document customer interaction details electronically in database
Manage stakeholder communication from initiation through resolution. This may include partnering with internal departments to acquire information, assign action items, communicate lessons learned and incorporate preventative actions in the future
Initiate Quality Alerts and participate in problem resolution
Occasional travel may be required to provide on-site product support or training
Serve as customer advocate
Represent the department in meetings, projects and working groups
Compile product history, call history and other information as requested
Maintain accurate product information in Technical Support files
Implement ECOs (Engineering Change Orders) for the department
Support the order fulfillment/return processes as needed
About Your Skills And Experience

2-5 years of work experience in troubleshooting, repair, maintenance of equipment with mechanical characteristics similar to dental equipment, such as medical devices, medical capital equipment or other medical grade equipment containing pumps, motors and electronics
Experience in the areas of electrical, mechanical, pneumatic and plumbing disciplines along with the ability to read and decipher complicated schematics
Passionate about working in a fast-paced and fluid environment
Excellent troubleshooting, analytical and problem-solving abilities with a tenacious commitment to finding the root cause of issues, along with an ability to collaborate cross-functionally
Outstanding written and verbal communication skills            
The Product Support – Technical Specialist maintains a dedicated focus on ensuring that customers are incredibly satisfied with their  products. They are the link between the Customer and the Product and Engineering teams. The Product Support – Technical Specialist exhibits a deep product expertise, highly responsive, empathic, a professional communicator, creative problem solving, effective coordination of internal resources, and superb prioritization skills. This role is perfect for someone who has a passion for all things digital, fixing things, customer service, solving complex problems, and who loves to learn and teach.
About The Team
The Technical Support team earns customer loyalty through providing real time solutions to field service technicians, dentists, and our sales team. We look for people who are consultative, analytical, technically minded, team players and passionate about helping others.
About The Job
The home location for this position can be at any of our manufacturing plant locations: Bay Minette, Alabama; Spearfish, South Dakota; Lancaster, Pennsylvania; or Hillsboro, Oregon
Field requests from customers for product support. i.e. installation instruction, troubleshooting, part number information, product configurations, compatibility via an automated call distribution system (call center) and other digital media
Train dealer technicians, sales reps and internal associates
Document customer interaction details electronically in database
Manage stakeholder communication from initiation through resolution. This may include partnering with internal departments to acquire information, assign action items, communicate lessons learned and incorporate preventative actions in the future
Initiate Quality Alerts and participate in problem resolution
Occasional travel may be required to provide on-site product support or training
Serve as customer advocate
Represent the department in meetings, projects and working groups
Compile product history, call history and other information as requested
Maintain accurate product information in Technical Support files
Implement ECOs (Engineering Change Orders) for the department
Support the order fulfillment/return processes as needed
About Your Skills And Experience
2-5 years of work experience in troubleshooting, repair, maintenance of equipment with mechanical characteristics similar to dental equipment, such as medical devices, medical capital equipment or other medical grade equipment containing pumps, motors and electronics
Experience in the areas of electrical, mechanical, pneumatic and plumbing disciplines along with the ability to read and decipher complicated schematics
Passionate about working in a fast-paced and fluid environment
Excellent troubleshooting, analytical and problem-solving abilities with a tenacious commitment to finding the root cause of issues, along with an ability to collaborate cross-functionally
Outstanding written and verbal communication skills
Ability to work autonomously and as a member of a collaborative team
Ability to effectively troubleshoot with customers and others over the phone and through other digital communication modes to determine cause and resolution
Demonstrable passion for learning new technologies. Knowledge of Oracle, SAP or similar inventory control systems
More About You
You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower others
You like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happen
You care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystem
You believe in not only serving customers, but also empowering them by providing knowledge and tools
y to work autonomously and as a member of a collaborative team
Ability to effectively troubleshoot with customers and others over the phone and through other digital communication modes to determine cause and resolution
Demonstrable passion for learning new technologies. Knowledge of Oracle, SAP or similar inventory control systems
 

You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower others
You like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happen
You care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystem
You believe in not only serving customers, but also empowering them by providing knowledge and tools