tapco

Support Engineer

• Ensure customer satisfaction by delivering outstanding service support and resolving a wide variety of customer requests in a timely manner, with an emphasis on building customer loyalty and profitability.
• Resolve customer issues with minimal supervision through phone-based assistance, remote support tools, and appropriate escalation when necessary.
• Troubleshoot and repair equipment, including diagnosing electronic failures, with minimal supervision.
• Monitor, prioritize, and follow up on all open service cases until resolution and closure.
• Maintain accurate service case records using ERP service software.
• Create and maintain ERP knowledge articles covering system operations, troubleshooting procedures, firmware/hardware updates, and other support-related information.
• Support the Field Service team with system calibrations and configurations of IWS systems through remote access.
• Collaborate with Sales, Technical Support Group (TSG), and Project Managers to resolve customer concerns and technical issues.
• Communicate effectively with multiple stakeholders while managing priorities and meeting deadlines.
• Establish and maintain positive working relationships with employees, contractors, vendors, and customers.
• Participate in ongoing company-wide continuous improvement initiatives.
• Safely operate related tools, equipment, computer systems, and software.
• Travel overnight for both in-state and out-of-state work and training assignments up to 15% of the time.
• Participate in a 24/7 on-call rotation and provide occasional after-hours support as business needs require.
• Performs other related work as required

Technical Support Specialist II