BD

Technical Support Engineer

BD

full-time

Posted on:

Location Type: Hybrid

Location: Durham • North Carolina, Wisconsin • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

SQL

About the role

  • Provide technical support in a Technical Assistance Center environment.
  • Consults with field service and customer engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as necessary, from more senior staff; follows up with local service engineers to ensure problem resolution and customer satisfaction.
  • Troubleshoots issues with computer workstations, servers, windows OS, software, conveyors, controls, pneumatics, and ancillary equipment used in a large-scale pharmacy automation system.
  • Apply knowledge of electrical, and mechanical engineering in troubleshooting for products including robotics, servo systems i.e. Programmable Logic Controller Boards, communications networks, and supervisory control systems
  • Maintains problem ownership and accountability. Follows up on problems, identifies recurring issues, process status, and updates customer.
  • Maintains documentation and service reports in Salesforce along with a knowledge base of the products and services available to the customer.
  • Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner, resolving problems in a timely and efficient manner.
  • May represent Technical Assistance Center interests on cross-functional project teams as needed.

Requirements

  • Two to five years Technical Support Engineering experience with an Associate’s degree in a technical, STEM field.
  • Five or more years of Technical Support Engineering may be considered in lieu of education.
  • Idealcandidate will have working knowledge around Controls, Networking and Servers
  • Experience with DC motor control and control algorithms
  • Robotic control theory, including servo systems and PID controller
  • Software knowledge; Microsoft, SQL, scripting languages, . NET Framework, C#, C++ , remote support applications (BeyondTrust, Teamviewer, RDP, etc…)
  • Networking and Server experience a must
  • Proven customer service experience in a technical support environment.
  • Possess solid customer service skills.
  • Ability to ensure effective remote troubleshooting techniques with end users of various levels of technical expertise.
  • Possess Critical thinking ability and logical troubleshooting ability.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Technical Support EngineeringTroubleshootingElectrical EngineeringMechanical EngineeringRoboticsServo SystemsDC Motor ControlControl AlgorithmsNetworkingServers
Soft skills
Customer ServiceProblem OwnershipAccountabilityCritical ThinkingLogical TroubleshootingCommunicationCooperationSupportivenessProfessionalismTimeliness
Certifications
Associate’s Degree in Technical Field