Technical Support Engineer

Bell & Howell - Durham, NC

Full-time

Remote - Durham, NC

Machinery Manufacturing

About the position

The Technical Support Engineer role is focused on providing virtual and remote technical consultation and troubleshooting for installations, conversions, modifications, and escalations. This position aims to minimize customer downtime by resolving software, hardware, and electrical issues across all product lines, ensuring high levels of customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Troubleshoot and resolve software, hardware, and electrical problems to minimize customer downtime.
• Provide remote assistance and monitoring for supported products, available 24/7 as scheduled.
• Act as a liaison between service management and customers for technical issue escalation.
• Analyze OMS reports to maximize product performance and develop recommendations for resolutions.
• Foster positive customer relations by responding to inquiries and resolving complaints in a timely manner.
• Provide detailed technical reviews for RAS requirements for new product launches.
• Assist in updating technical information, including service manuals and product reference materials.
• Contribute to team efforts by achieving related results in a cooperative manner.
• Maintain professional knowledge by attending workshops and reviewing publications.

Requirements

• 4-year degree in Engineering with 3+ years related experience, or Associates degree/Certification in Electrical/Mechanical Engineering with 5+ years related experience, or equivalent combination of education and experience.
• Excellent analytical, problem-solving, and troubleshooting skills for electronics and software.
• Ability to read and interpret product schematics and documentation.
• Strong written, verbal, and presentation skills.
• Ability to use standard and specialized hand and power tools and diagnostic equipment.
• Strong interpersonal and customer relations skills.
• Proficient in Windows, Word, and Excel.

Nice-to-haves

• Software knowledge or experience is a plus.