Technical Service Specialist

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    "ExternalDescriptionStr": "<p><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\"><strong>JOB SUMMARY:</strong></span></p><p><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">The Technical Service Specialist provides exceptional support to our customers by troubleshooting technical issues, offering solutions, and ensuring a seamless customer experience. This position provides technical support across multiple product categories. The Technical Service Specialist will provide phone support, perform technical problem-solving duties, and accurately document information related to Midmark products and services.</span></p><p>&nbsp;</p><p><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\"><strong>ESSENTIAL/PRIMARY DUTIES:</strong></span></p><ul><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Maintains expert knowledge of Midmark products and services to handle inbound phone calls from customers and Midmark partners seeking technical support.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Leads project initiatives and improvement activities by working with cross-functional teams, driving product and process enhancements, and collaborating closely with Quality Engineering to ensure optimal outcomes.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Diagnoses and resolves technical problems, providing step-by-step guidance to customers and Midmark partners to ensure issues are resolved efficiently.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Troubleshoots electro-mechanical, pneumatic, hydraulic, software, and hardware issues on multiple product categories.<strong>&nbsp;</strong>Troubleshooting of network communications and windows operating systems issues may be necessary.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Communicates with customers, teammates, and Midmark partners via methods including phone, email, chat, and remote control/assist software. Builds positive and productive relationships with customers, teammates, and partners.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Accurately documents interactions, technical issues, and resolutions in the Midmark service module.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Handles high volume requests.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Manages daily tasks efficiently with minimal supervision.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Conducts follow-up calls or emails as necessary to ensure issues have been resolved to the customer’s satisfaction.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Provides feedback on recurring issues or trends to help improve products, services, and support processes, pulling in management and engineering as needed.</span></li></ul><p>&nbsp;</p><p><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\"><strong>SECONDARY DUTIES:</strong></span></p><ul><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Trains and assists Associate Technical Service Specialists.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Engages in continuous improvement initiatives.</span></li></ul><p>&nbsp;</p><p><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\"><strong>EDUCATION and/or EXPERIENCE:</strong></span></p><p><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">High school degree or GED is required. Associate degree or equivalent from a two-year college or technical school in a relevant field is preferred. 7+ years of technical experience and at least 2 years of experience in a customer facing role preferred, or equivalent combination of education/experience.</span></p><p>&nbsp;</p><p><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\"><strong>COMPETENCY and/or SKILL:</strong></span></p><ul><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">High-level understanding of Midmark products, product functionality, and theory of operations</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Strong verbal and written communication skills with the ability to interact professionally with customers, Midmark partners, and team members</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Organizes tasks effectively and manages time efficiently while handling multiple responsibilities</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Works well with teammates, engineering, quality, and others while contributing to a positive team environment</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Ability to identify hard to find root causes of failure. Ability to use test and repair equipment such as a multimeter as needed.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Works efficiently in Microsoft Suite (Outlook, Word, Excel PowerPoint) and systems such as ServiceMax and ORACLE. In depth knowledge of computers and operating systems is required for some product categories.</span></li><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">Bilingual (Spanish) is a plus</span></li></ul><p>&nbsp;</p><p><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\"><strong>SUPERVISORY RESPONSIBILITIES:&nbsp;</strong></span></p><ul><li><span style=\"font-family:&quot;Century Gothic&quot;,sans-serif;font-size:10.0pt;\">No supervisory responsibilities.</span></li></ul>",
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