This job listing has expired and the position may no longer be open for hire.

Customer Support Engineer at Ametek, Inc.

Posted in Admin - Clerical 30+ days ago.

Type: Full-Time
Location: Chelmsford, Massachusetts





Job Description:


Job ID: 19656

Position Description:
AMETEK Spectro Scientific’s team of Customer Support & Technical Support Engineers work together to deliver high-touch technical support to our rapidly growing Global customer base. The Customer Support Engineer is part of a vibrant team that works in a fast-paced environment, delivering both technical and non-technical solutions to our customers while also supporting a broad and growing range of technologies. This position requires a high-level customer and cross-functional engagement; the ideal candidate possesses excellent communication skills, technical acumen, and the ability to provide a high level of customer service while multi-tasking.

In addition, this position interfaces closely and supports the field service and repair depot organizations, helping to drive efficiency in driving technical solutions.

The most important criteria for joining our team are:
• Strong technical acumen with a focus in software engineering.
• Strong desire to serve customers with a passion for exceeding expectations and solving challenging problems.
• Excellent written and verbal skills, with the ability to communicate over multiple platforms (Teams, email, chat, phone, etc.)
• Track record of finding solutions to unique problems, while under pressure.

Essential Duties & Responsibilities:
• Diagnose software and network issues, configure operating systems and use remote desktop connections to provide immediate support, including account setup and network configuration.
• Diagnose and resolve hardware issues, using remote desktop connections to provide immediate support.
• Diagnose software generated error message and provide solutions based on knowledge and technical resources.
• Prioritize and manage multiple support tickets at one time, documenting communications through to resolution within Salesforce.
• Provide a high level of customer support for all customer and channel inquiries.
• Support our Field Service Engineers and Depot repair technicians (internal customers).
• Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues.
• Take ownership of technical issues, and work with our Engineering/Applications team to resolve more advanced issues.
• Resolve most customer complaints without the need for team lead intervention, escalate when necessary.
• Identify and develop new technical solutions, and document in the Salesforce Solutions database.
• Train customers on best practices, product operation, software, and applications.
• Manage multiple priorities, organize workload, and meet deadlines effectively.
• Learn new and innovative technologies as required.
• Establish and maintain positive and cooperative working relationships.
• Work in a team-based environment and achieve common goals.
• Other related duties as assigned.

Position Requirements:
• Bachelor’s degree in Electrical or Mechanical Engineering, Computer Science, Engineering Technology or related field required.
• 5 years of relevant experience required.
• Industry experience, background in technical support or servicing scientific or medical instrumentation is a plus.
• Experience in SQL and variants in using various database management tools.
• Hangs-on experience in the setup and use of virtual machines for debugging.
• Hands-on experience and knowledge of Windows 10 and its core features.
• Experience working in Salesforce or equivalent CRM systems.
• Experience with software, database management, hardware, and system integration preferred.
• Excellent written and verbal communication skills, additional language skills a plus.
• Excellent customer service skills is a must.

We are an Equal Opportunity Employer and do not discriminate against
any employee or applicant for employment because of race, color, sex,
age, national origin, religion, sexual orientation, gender identity,
status as a veteran, and basis of disability or any other federal,
state or local protected class.

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