Job Description
Job DescriptionDescription:
Product Support Technician is part of a technical support team that provides professional support to our customers on the full breadth of product an software solutions offered by Geokon, Inc. This position serves as technical liaison between our customer, as well as our sales, and engineering teams. Create and deliver service and technical training to both internal and external customers. Provide Field Service as needed for installation, training and troubleshooting.
Essential Functions:
- Provides technical product support to customers in a timely professional manner for applicable products:
- Product selection, specifications, application recommendations, installation assistance
- Product model/part identification
- Product conversions and competitive crossovers
- Interpret parts breakdowns and provide maintenance instructions.
- Manage customers problem resolution activities at the field level. May include facility product replacement, repair or return.
- Provides product/demo setup/installation and training for channel partners, end customers and other GEOKON employees both on and off site.
- Assists in creating product-training literature such as knowledge base articles, PowerPoints, videos, etc...
- Makes timely decisions on behalf of GEOKON in order to ensure service excellence and customer satisfaction (within level of authority)
- Provides application support and troubleshooting of electronic dataloggers
Requirements:
- An Associate degree in Electrical or Mechanical Engineering (preferred)
- Electronic Technician and/or Technical service and support experience
- 3-5 years of electrical/mechanical experience required.
- Strong customer service skills
- Skills and experience to act as an advocate and technical subject matter expert for our customers to ensure successful adoption and ongoing use of GEOKON products and services
- Familiarity with datalogger programming
- A Passport or the ability to obtain a Passport to travel internationally for Field Services
- Must be authorized to work in the United States