THIS IS A NOON-8:30pm SHIFT This position is responsible for providing remote technical assistance to the customer and 3rd party service personnel. Requires a thorough knowledge of the entire fuel cell system and diverse troubleshooting skills to assess failure symptoms, analyze data and recommend system repairs. This position interfaces directly with the customer and requires excellent interpersonal skills to maintain a level of customer satisfaction. The successful candidate will have the ability to work on multiple assignments and have the desire to work in a strong team environment. ESSENTIAL FUNCTIONS 1) Answer customer phone calls and e-mails to respond to technical inquiries and field failures. 2) Log all customer calls, troubleshooting and corrective actions into the call center database. 3) Escalate advanced problems to appropriate product teams to provide expert level troubleshooting 4) Track action items to drive resolution for all open cases. 5) Provide feedback to improve and enhance the call center database capabilities. 6) Maintain a high level of hands-on product knowledge by attended training courses and working periodically in the labs and field. 7) Through experience and occasional review of service call data, identify and recommend improvements to product, training, and trouble shooting guides. EDUCATION & EXPERIENCE -Associates degree in Engineering or equivalent experience.
Requirements:
MS Word; Technical Call Center; Excel
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Monday, February 13, 2006