Technical Service

Summary: Technical Support & Service Specialist responds to telephone and E-mail requests from dealer technicians, district sales managers, customers and internal colleagues for technical assistance on FP's full line of electromechanical and software solutions such as postage meters, mailing equipment, paper-handling equipment etc. At times, when needed Technicians will rotate from the Repair Shop and Field, or when hands-on experience is required to build the skills necessary to perform the Technical Support Role.

Technical Support Essential Duties and Responsibilities include the following. Other duties may be assigned.

· Identifies the technical malfunction or operating difficulty through systematic questioning.

· Provides guidance to repair easily recognized difficulties.

· Troubleshoots, investigates, and reports on newly reported problems.

· Analyzes non-routine problems and more difficult situations with dealer technicians by working closely with them to troubleshoot the specific cause of the problem.

· Provides step-by-step guidance to the technician to analyze each related setting, component and/or part to verify proper operation.

· Provides verbal training to the technician so that they can recognize malfunctioning parts or signs of improper operation.

· Walks the dealer technician through part replacements or setting corrections.

· Refers to technical manuals as needed to rectify problems.

· Assists in part identification and part orders as necessary.

· Initiates requests for returns to the corporate office for repair as necessary.

· Trains dealer technicians to help customers use products properly

· Developing and writing technical bulletins, user guides, online help files, release notes, FAQs, and other documentation.

· Tests faulty equipment and applies knowledge and procedures to diagnose cause of malfunction.

· Repair or replace all defective and worn components, such as lower and upper case, screws, display, mainboard, clutches, sensors transport rollers and flex cables down to the board level.

· Fully aligns, adjusts, and calibrates new, repaired, and refurbished equipment according to specifications for optimum operation.

· Performs quality assurance testing

· Ability to work quickly and efficiently under pressure in a production environment.

· Communicates inventory replacement needs.

· Enters and maintains clear, accurate documentation of repair work, upgrades, parts usage, adjustments, testing, and other related information in system database as required.

· Completes required administrative paperwork.

· Participate in technical training on new and updated equipment and processes.

· Comply with health, safety, and environmental procedures and ensure cleanliness of the area.

· Field Service Repairs or installations may be required occasionally.

Other related duties:

· Develops or assists in the development of technical changes required on FP products.

· Writes and distributes technical bulletins.

· Writes and edits Technical Updates, and Technical Service Manuals, and Maintenance Procedures.

· Performs testing of new equipment to fulfill test plans for approval by regulatory agencies such as the USPS and UL.

· Recommends specific improvements to technical manuals, user documentation, and product features and components.

· Advises management on product development issues arising from product problems identified through technical support calls.

· Completes, maintains, and processes pertinent paperwork and records.

· Attend training sessions to learn to repair new and changed products.

· Provides on-site product introductions to new employees.

· Perform field installation, technical training, or troubleshooting at dealer or customer location.

· Coordinate deployment, installation and initial configuration of FP hardware and/or software products

· Assist with deployment, installation and configuration efforts alongside our Vendor Partners & Dealers

· Provide field product training and support to dealers and customers (via web conference or face to face)

· Troubleshoot IT issues and have knowledge of all MS Windows operating systems including (MS XP, Vista, Windows 7, 10 & 11).

· Examination, troubleshooting, analysis and technical management of tasks such as site installations, site maintenance and communication of technical issues

· Utilize help desk software for remote support / demonstration purposes

· Daily review and focus on resolving all open support issues, and communication back to dealers or customers

· Work with minimum supervision in a team environment to accomplish assigned projects or to resolve customer product problems / complaints

Education/Experience:

· Associate's degree in a technical field or Minimum five years of technical service and/or support in a related technical field. Five years of broad technical experience within an electro-mechanical and electronics troubleshooting/repair and technical training or technical support background. Must have knowledge of all MS Windows operating systems. Preferred but not Requires A+ certification or equivalent with at least 1-year Network experience.

Competencies:

· Self motivated to enhance existing knowledge and learn new skills

· Strong, professional verbal and written communication skills.

· Proficient in Microsoft Word, Excel and PowerPoint

· Experience reading schematics and working extensively from product repair manuals

· Strong customer service and support abilities

· Ability to analyze hardware and software problems

· Complete familiarity within a Windows environment with basic knowledge of PC interaction with automated equipment

· Strong ability to analyze, diagnose, and troubleshoot technical issues (hardware and software)

· Capable of utilizing strong interpersonal, verbal, presentation and writing skills to successfully interact with vendors, dealers, and customers

Job Type: Full-time

Pay: From $48,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending