Technical Support Specialist-BILINGUAL FRENCH-CANADIAN
Snapon

Overview

Technical Support Specialist I - Bilingual French-Canadian

Full-time, Non-Exempt

Position rotates between 7:30am-4:30pm (on-site) AND 12:00noon-8:00pm (late hours off-site).

Location: Monday-Friday, Richfield, OH

Summary

This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics.

Responsibilities

• Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.
• Interfaces with Technical Support leadership as required.
• Solicits information from other departments relative to Customer Support/Satisfaction.
• Responsible for the sale of consumable items and non-contract technical services.Analyzes new and existing product trends affecting Customer Support/Satisfaction.Participates in procedural planning as required.
• Generates reports as required.
• Provides technical input and solutions relative to field service, training, sales and customer requirements.
• Prepares documentation to support diagnostic needs.
• Performs other miscellaneous duties as assigned.

Qualifications

• Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.
• Two to three years' experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.
• Proven oral/written communication and interpersonal skills.
• Previous technical sales experience.
• Knowledge of LAN/Ethernet required.
• Proficient keyboarding skills.
• Strong background in hardware, software, terminal emulation, and SCSI devices.
• Proven strength in UNIX or Windows based operating system.
• Capable of troubleshooting to resolution most problems with products supported.
• Must be self-motivated to keep current with technology.
• Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays/Saturdays as required.

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