Technical Support Specialist - Heavy Duty
Snapon

Overview

Since 1920, people have known Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader. With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value. We work hard together. We grow together. We are one Snap-on team.

We are seeking a dynamic and experienced Technical Support Specialist - Heavy Duty to join our Service Support team. This role is crucial in providing technical support for Snap-on heavy duty equipment products to internal and external customers. This will include troubleshooting, documentation and training for the assigned product line.

PERKS - WHAT'S IN IT FOR ME

• Competitive compensation
• Medical insurance
• Dental insurance
• Vision insurance
• Retirement plans
• Paid vacation
• Employee Assistance Program (EAP)
• Stock Purchase Plan
• Discount on Snap-on Products
  

Responsibilities

• Provide support for internal and external customers including proper equipment operations, use and diagnosis, and troubleshooting problems for distributors.
• Analyze product performance to identify problems, make recommendations to improve and enhance products, and work with internal and externals sources to resolve problems.
• Support new product implementations by working closely with Engineering, Training, and Sales as products are developed and updated to make recommendations and resolve problems.
• Document incoming calls to develop and maintain information databases, as required.
• Work with the training group to write technical documentation on products for distributors use including service bulletins, parts, and manuals.
• Work with the Training group to develop, coordinate, and conduct service training programs for distributors.
• Act as a resource for others , as needed.
• Keep abreast with industry standards and emerging technology.
• Other duties as assigned.

Qualifications

• 5-10 years of field service or technical support experience.
• Demonstrated knowledge of a broad range of products across multiple product lines.
• Ability to read electrical schematics and pneumatic diagrams.
• Ability to troubleshoot a variety of software and operations issues.
• Excellent communication skills - both verbal and written, including technical writing skills.
• Presentation skills with prior training experience, preferred.
• Demonstrated organizational skills, leadership ability, and project coordination.
• Demonstrated ability to work cross-functionally.
• Ability to travel 25% domestically and internationally.

CHARACTERISTICS

• Demonstrate Integrity
• Tell the Truth
• Respect the Individual
• Promote Teamwork
• Listen

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