Job Description

Description

Schedule: Monday-Friday, 8:00am-5:00pm

Compensation:  $21.00-$36.00 per hour, based on experience. 

The Technical Support Specialist II is a crucial member of QVI’s Service Team, responsible to conduct in-depth, remote technical support for issues related to the wide range of QVI metrology equipment and products. This role supports direct end users and QVI representatives as well as the QVS Field Service team. In addition, this person’s technical knowledge combined with excellent communication skills, will provide an excellent customer experience involving complex and cutting edge QVI technologies.

Role and Responsibilities:

· Conduct remote technical support related to QVI Metrology equipment.

       o Effectively support a wide variety of products, technology and customer issues.

           -Significant knowledge of QVI products and technology.

       o Notify Escalation Coordinator and management before a service event escalates from the Rep/customer. Assist with technical resolution of escalated service events.

       o Develop creative solutions/work arounds that have not been known previously.

· Provide Effective Communication:

       o Effective and clear: regarding technical details/plans to non-technical persons.

       o Proactive: provide responses before the customer asks for updates.

       o Maintain positive/constructive messaging with all business interactions.

· Time Management:

       o Effectively juggle multiple service requests along with other assigned tasks and appropriately adjust priorities as new information becomes available.

· Show initiative by taking on service requests and see them through completion without being asked.

· Maintain a high level of competency in metrology product knowledge, measurement standards, engineering, organizing, problem solving, communication and quality control.

· Support continuous improvement of the quality of services performed by technical support and field personnel through input to the knowledge base and training programs.

· Provide service support to other departments within QVI as directed by Management.

· Recommend and assist with service bulletins or service manual updates.

· Recommend improvements to service products and processes.

· Engage in occasional travel to perform service or training.

· Provide technical training as determined by your manager and/or the Service Training Coordinator.

· Other duties and tasks as assigned by management.

Requirements

· 2-year degree or equivalent related experience in engineering, technology or physics is required. (Specialization in electronics, mechanical or computer science preferred).

· Minimum 1 year experience in the Level 1 Technical Support Specialist role at QVI 

· Ability to work with many personality types, remain customer focused and calm in stressful situations.

· Excellent troubleshooting and analytical skills for identifying problem areas as well as identifying creative ways to resolve these problems.

· Strong and effective communication skills. Especially technical details via remote support.

· PC experience working with Microsoft Suite of products.

· Ability to drive a car and travel via air domestic or internationally to service a product, support sales/trade shows and/or deliver training.

Physical and/or Environmental Requirements: 

· Ability to lift and carry items of up to 50 pounds and to work under and around machines in a machine shop environment.

· Ability to sit, stand, and/or walk for extended periods of time (up to 8+ hour shift).

· Ability to sit for extended periods of time (8-hour shift) in an office setting, utilizing standard office equipment (computer, keyboard, computer mouse, phone, etc.)

What We Offer:
Paid Time Off:

• 10 paid holidays annually
• Over 3 weeks of total PTO (vacation/sick/personal) each year, with an increase in PTO benefits after 5 and 10 years

Paid Benefits:

• Robust health benefit offerings with medical premiums as low as $3.28 per week (single employee) or $10.02 per week (family)! QVI pays over 97% of the premium on our most affordable plans for our employees. Employees pay 2.5%!
• Employer Paid Short-Term and Long-Term Disability benefits
• Life insurance benefits paid by QVI
• Annual Retirement Profit Share of 5% of gross wages!
• Tuition reimbursement of up to $7,000 annually
• Annual scholarships for dependents of employees
• Referral bonuses of $1,250 when employees help us spread the word and hire great talent!
• Annual discretionary bonuses for employees not on a commission plan

Extras:

• EAP and Wellness Benefits
• On-site electric vehicle charging stations - free for employee use!
• Verizon discounts & Identity Theft Protection Insurance

Quality Vision International Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.