Technical Support Specialist

Description

The company has been operating for over 180 years and describes itself as a pioneer in science.

It works in changing conditions and relies on new technology and steady improvement, seeing innovation as the route to a sustainable future and to answers for global change.

Its work spans Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

The company employs more than 46,000 people worldwide, including over 4,000 in the US and Canada.

This is a hybrid role based at either the Maple Grove, MN or the Wixom, MI location.

The role provides first-level technical support for CMM hardware. You resolve customer issues in a timely way through ticketing and CRM workflows and direct contact, work with internal teams to improve support processes, help with quotes and documentation, and hand service work to the right teams.

Responsibilities

• Handle customer requests for support, including preparing service quotes for unplanned work.
• Carry out remote diagnostics.
• Complete other tasks needed to support customers.
• Give expert guidance by defining the problem and the path to a solution.
• Advise service engineers and deployment coordinators on technical matters for repairs and other service events.
• Support the Quality and Tools department when needed.
• Report on each product, flagging likely problems and pitfalls.
• Escalate calls according to company procedures.
• Help Technical Support Management reach departmental goals.
• Carry out other duties the supervisor assigns.
• Live the company's core values of Serve, Empower, Act and Win, and support its initiatives, policies and procedures.

Requirements

• An associate or technical degree in engineering or a related field is preferred; equivalent experience in technical support or engineering is accepted.
• At least 2 years of experience in technical support and/or software applications is preferred.
• Ability to read and understand electrical schematics is desired.
• Excellent verbal and written communication skills are required.
• Excellent problem solving skills, with the ability to take a problem from statement to solution on your own.
• Ability to work independently and efficiently to meet deadlines, and to work as part of a team when needed.
• Proficiency with standard tools, including a PC, Word, Excel and PowerPoint (required), and SAP and SAP-CRM.
• Ability to multitask and manage several assignments at once.
• A strong focus on customer satisfaction.
• Above average skill in troubleshooting and problem solving, self-motivation and time management.

Conditions

Hybrid work at the Maple Grove, MN or Wixom, MI location.

Travel is occasional, less than 10%, for training and/or customer visits.

Annual pay ranges from $65,000 to $82,000, with eligibility for a performance bonus.

Pay may depend on job location, scope of role, qualifications, education, experience, and the complexity, specialization or scarcity of the talent needed.

Equal employment opportunity applies regardless of race, color, religion, sex, gender, marital status, age, national origin or ancestry, disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy, genetic predisposition, carrier status, gender expression or identity, or any other class protected by federal, state, or local law.

Benefits

• Medical, vision and dental coverage.
• 401k matching.
• Employee assistance programs.
• Paid time off, including vacation, personal and sick days.
• Further benefits are available beyond this list.