Jobs for People with MS: National MS Society

Our Opening and Your Responsibilities Essential Duties and Responsibilities include the following:- Create and maintain Job Aids to ensure compliance with processes by our field service organization. - Ensure all materials and documentation are available and updated for field service teams and distributor partners - Handle escalated issues received from customers, Service Management, and other members of field service/sales teams - Be product knowledge experts for retail product lines and assist field service teams in ensuring products are professionally installed and maintained in compliance of company standards and guideline - Take the lead on issues and ensure a solution is achieved, manage conversation between field sales, service, and engineering teams to ensure resolution. - Ensure current issues are diagnosed and troubleshoot then document the process to repair ensuring timely service on-going - Provide ILT training to Field Service organization - Assist in LMS & ILT training development - Create and maintain knowledge content for the My Support Application to help ensure initiative-taking support capabilities - Manage all incoming calls into the technical support line queue with limited hold times - Answer the phone in a professional manner and work with the customer/field engineer to help them troubleshoot their machine and solve their problem - Research required information using available resources. Take ownership of issues ensuring customer satisfaction - Respond to technical questions via email in a timely manner - Identify and escalate priority issues with a sense of urgency - Ensure support calls are documented in the support ticket system - Provide customer training when purchased - Assist engineering teams in testing new functionality on products - Review and document any quality issues. Work closely with engineering and manufacturing teams to resolve issues quickly. - Pilot/user testing of new software and tools prior to field implementation - Troubleshoot, diagnose, and repair all known and documented issues for any METTLER TOLEDO or supported competitor retail scale systems - Install, configure & service all retail products - Perform planned maintenance on retail products - Ensures company vehicle is serviced and maintained according to fleet requirements and policies. - Ensures productivity and other assigned KPIs are met. - Maintain Weights & Measures certification for all required state/counties as required. - All other duties as assigned. - Perform advanced set-up and repairs of high-end Mettler Toledo solutions may involve software, computer networking and system integration with the customer's infrastructure - Ability to travel overnight 15% of the time What You Need to Succeed Minimum of a High School Diploma or GED or 5 years relevant experience and an aptitude in the areas of Engineering, Electronics, Instrumentation, Technology or Computer Science or equivalent education and experience in a technical support role, technical troubleshooting or technical installation of electronics or electromechanical technology. Associate's degree (AA) with a technical major or equivalent from a two-year College is preferred. Customer facing or field service experience preferred. Commercial experience desired. Basic understanding of electrical and mechanical repair philosophies including: basic understanding of PC networking & software configuration Network + or CompTIA A+ certification preferred but not required. 3 years of experience with PC based systems and experience supporting Linux based systems preferred. Our Offer to You Medical, dental and vision care coverage and a 401(k) savings plan with company matching - all starting on date of hire Tuition reimbursement, employee wellness programs, plus other perks and discounts Parental and caregiver leave policies