Senior Technical Specialist (Call Center)

Reliance One, Inc.
Job Description
Senior Technical Specialist (Call Center) Responsibilities
  • Ability to discuss, diagnosis, & repair robot operational and process problems as reported by the customer or service engineer
  • Answer technical support phone calls and properly log via the TSL, identify the problem and follow up with a thoroughly researched solution
  • Create Technical Support Log (TSL) tickets by following the TSL creation guideline
  • Elevate advanced technical questions to cRc “All Star” or appropriate Product Development Engineer and follow up with customer as needed
  • Create CCM quotations per customer request and part number searches as required
  • Maintain and achieve OMQ group measures for phone call answer rate and TSL closure rate
  • Create TSL Quick Reference and Common TSL Solution attachments for customer distribution
  • Maintain a high level of availability to answer customer phone calls
  • Flexible with supporting 2nd or 3rd shift based on customer demand and / or group manpower shortages
  • Flexible with supporting “on-call” after hours support from the Call Center paging system
Senior Technical Specialist (Call Center) Requirements
  • Must be able to Type proficiently in a fast-paced environment
  • Ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation
  • Excellent written skills with the ability to write instructions, technical answers, and customer emails in a clear, grammatically correct, and professional manner
  • Ability to read and interpret PLC ladder logic
  • Ability to coordinate multiple activities and job assignments simultaneously while adjusting
  • Extensive experience with robots, controllers and peripheral equipment priorities as required
  • Excellent oral skills with the ability to provide clear and concise instructions over the phone to both internal and external customers and at all levels of FRA
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