Technical Product Support Specialist Job Description
Technical product support specialist
provides feedback to product managers and development engineers of issues and enhancement requests from the sales force on current Zimmer Biomet products.
Technical Product Support Specialist Duties & Responsibilities
To write an effective technical product support specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included technical product support specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Analyze input from Sales team to recommend product applications in a given case
Provide analysis for product applications based on input from the Sales force
Serving as the technical representative on the customer specific account team(s) This will involve taking ownership for all technical issues associated with the customer(s) and managing these to closure
Participating in operator and maintenance conferences (MRSG, FOG, HUMS, ) as required
Executing customer fielding plans and all elements that go into getting an aircraft into the field
Coaching and training Help Desk Specialists
E-mail and Beta Support
Product Support and Issue Escalation
Floor Walking as needed
Assisting with Help Desk call volume
Technical Product Support Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Technical Product Support Specialist
List any licenses or certifications required by the position: CCNA, PARA, CEDIA, ASCP, ISO, OS, VRF, CPP, SSI, DLC
Education for Technical Product Support Specialist
Typically a job would require a certain level of education.
Employers hiring for the technical product support specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Technical, Computer Science, Engineering, Education, Associates, Chemistry, Business, Electronics, Technology, Marketing
Skills for Technical Product Support Specialist
Desired skills for technical product support specialist include:
Zimmer Biomet’s range of products and surgical techniques
Anatomy
Physiology and biomechanics of the human body
Industry trends
Product applications
Regulations
Safety and industrial products
Use of test equipment
Electrical distribution systems
Operation
Desired experience for technical product support specialist includes:
Additional project/specialized support as needed
Learn and use the knowledge gained to assist in the coaching and mentoring of Help Desk specialist
Minimal absenteeism and consistent punctuality
1+ year(s) experience or more on the Help Desk
Additional certification on Help Desk call types (APS, Global, Canada Omni)
Ability to multi-task, flexibility and ability to adapt to change
Technical Product Support Specialist Examples
1
Technical Product Support Specialist Job Description
Job Description Example
Our company is growing rapidly and is looking for a technical product support specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for technical product support specialist
- Communicates with Field sales to follow up on quotes
- Design systems and coordinate drafting time as required
- Prepare sketches for Drafter/CAD Operator(s) to complete
- Consult with engineers, architects, and other professional and technical personnel
- Provide answers to technical questions from distribution, field sales and other customers
- Gains customer acceptance by explaining or demonstrating cost reductions and operational improvements
- Travel to customer sites to assist in on site hazard analysis when required
- Represent the Technical Service Department on technical committees and project teams
- Assist Quality Services with warranty claims
- Anticipates future legislation, advising customer on product, services, or equipment adherence to requirements
Qualifications for technical product support specialist
- Ability to demonstrate strong written and verbal communication skills which are needed to effectively troubleshoot merchant and client issues by phone or via email
- Bachelor's Degree in Engineering or Computer Science (or related degree) and at least 3 years of programming work experience required
- Review literature to assure technical correctness prior to release to the field
- Review manufacturing drawings for accuracy
- Strong hardware and software diagnostics skills
- Create and deliver effective training programs
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Technical Product Support Specialist Job Description
Job Description Example
Our company is looking for a technical product support specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical product support specialist
- Assist with training of staff in Technical Service and the Training departments
- Experienced, or gaining experience of the complete system to ensure the interaction with allied products is fully supported
- Return all calls and emails in a timely manner
- Route calls to proper Departments to satisfy customer needs
- Build and maintain Technical Services training and support equipment racks trade show racks
- Must have 7+ years hands-on field experience in automotive or fleet maintenance with experience in fastening products and raw materials
- Provides Technical Leadership to other team members providing additional support to technical Support Specialists as required for more complex issues
- Provide technical support and service via phone or PC connection to our US customer base, distributor network in the Americas, and other Given employees
- Perform depot service functions including diagnosing, repairing, updating, or staging of Given products
- Assist material management personnel in conducting in-coming inspection of Given or vendor product for quality assurance purposes
Qualifications for technical product support specialist
- Meets Expectations or higher on latest performance review
- Technical aptitude essential including the ability to understand and interpret complex technical documentation, engineering BOMs, parts manuals, and then the ability to clearly articulate this to resolve a particular customer problem
- National Institute for Certification in Engineering Technologies (NICET) Level III in Special Hazard Systems or equivalent industry certification a plus
- EAS, RFID and integrated software solutions market and product solution awareness, technologies, pricing and competitors
- Experience with various enterprise infrastructure technologies such as wireless/ wired networking technology, multi-protocol sensor devices (RS232, RS485, GPIO, LAN, ) and RF technologies
- Knowledge of both licensed software applications hosted/ managed software as a service offering
3
Technical Product Support Specialist Job Description
Job Description Example
Our company is looking for a technical product support specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical product support specialist
- May require handling of non-conforming product per the Quality & Assurance procedures
- Meet and communicate regularly with the Engineering teams, updating them on product needs from customer perspective, and align your understanding about the product vision
- Do you have ‘hands on’ experience of working on hydraulic, electrical, or mechanical equipment?
- Are you good at problem solving technical concerns, Hydraulic & Electrical?
- Are you looking for the opportunity to influence machine Uptime to improve customer satisfaction?
- Are you proficient in Microsoft office tools and databases?
- Are you looking for a role that is dynamic and can be different each day?
- Do you enjoy working both outside and in an office environment?
- Can you manage your own time and prioritise your actions, in a fast paced high tempo environment?
- We support dealers globally, will you relish the challenge to support varying dealer needs across the globe? Can you communicate clearly in English at all levels?
Qualifications for technical product support specialist
- Extensive experience in interfacing with and influencing various internal (sales, operations, field tech support, marketing, ) and external stakeholders (customers, partners)
- Must have computer skills, to include
- Must have 7+ years hands-on field experience in automotive or fleet maintenance experience in fastening products and raw materials
- Must have 7+ years hands-on field experience in application, installation, maintenance,troubleshooting & repair of hand/power tools, metal working/welding and test equipment
- Must have basic computer skills, to include
- Three years’ experience in technical support or service (including installation and maintenance of hardware or software controlled products)
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Technical Product Support Specialist Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of technical product support specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical product support specialist
- Respond to inquiries and call-back requests placed via live chat and the online ticket system
- Track all customer interactions in Salesforce and follow-up on all unresolved issues
- Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a wide range of agricultural software and hardware environments
- Develop and maintain in-depth product knowledge for all Climate FieldView products
- Become the subject matter expert for key Climate FieldView products and triage all level 2 global escalations for those products
- Develop and conduct product training for other internal Support teams
- Reproduce customer issues and if necessary, file bug reports, escalate cases to Product Management and/or Engineering, and provide necessary documentation
- Collaborate weekly with Product Managers to analyze and review current issues and future needs
- Provide evening/weekend support as needed during peak planting and harvest seasons
- Participate at regional and national trade shows, and at smaller in-field meetings throughout the country
Qualifications for technical product support specialist
- Must have 7+ years hands-on field experience in the application, installation, maintenance,troubleshooting & repair of motor/power transmission/generator systems, wiring and controls
- Minimum 2+ years working in a software support function
- 2-4 years’ experience working in a technical SAP role
- Experience in object oriented ABAP programming
- Knowledge of Internet application technologies including HTML5, XML, Web Services, and Internet application architectures based
- A bachelor's degree in Mechanical/Manufacturing Engineering or 3-5 years of applicable work experience
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Technical Product Support Specialist Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of technical product support specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical product support specialist
- Establish sound troubleshooting and repair knowledge on all assigned equipment
- Provide limited application assistance on equipment
- Monitor and report any product defects to the Quality and Engineering departments as soon possible
- Remain the focal point for communication to the field and other pertinent QED personnel on the product problems, actions, and resolution
- Each specialist will have the responsibility for knowing and following all ISO procedures related to their jobs
- Conduct product-training classes to the work group covering both the technical and application aspects of the product
- Establish and maintain a professional, responsive working relationship and rapport with all QED customers and all departments within QED
- Travel to the field as required, to establish reliable service feedback, perform technical training and technical product support as required
- To technically assess and approve any Switch or SIP product/solution and feed commentary and direction to product line
- The role will also entail assessing the Switch & SIP requirements for various demonstration suites around the UK, to ensure that BT Sales are able to complete full customer presentations
Qualifications for technical product support specialist
- Excellent customer service skills and the ability to interact in a courteous, helpful and professional manner
- Unquestionable ethics with proven ability to deal with a high level of confidentiality
- The ability to act independently, take initiative, multi-task and drive tasks and issues to resolution
- Familiarity with mechanical or physical security products is preferred
- Thrive in ambiguous situations and be able to prioritize ruthlessly
- Experience with agile development processes is a plus