Job Description

JOB SUMMARY:

The Technical Service Specialist provides exceptional support to our customers by troubleshooting technical issues, offering solutions, and ensuring a seamless customer experience. This position provides technical support across multiple product categories. The Technical Service Specialist will provide phone support, perform technical problem-solving duties, and accurately document information related to Midmark products and services.

ESSENTIAL/PRIMARY DUTIES:

• Maintains expert knowledge of Midmark products and services to handle inbound phone calls from customers and Midmark partners seeking technical support.
• Leads project initiatives and improvement activities by working with cross-functional teams, driving product and process enhancements, and collaborating closely with Quality Engineering to ensure optimal outcomes.
• Diagnoses and resolves technical problems, providing step-by-step guidance to customers and Midmark partners to ensure issues are resolved efficiently.
• Troubleshoots electro-mechanical, pneumatic, hydraulic, software, and hardware issues on multiple product categories. Troubleshooting of network communications and windows operating systems issues may be necessary.
• Communicates with customers, teammates, and Midmark partners via methods including phone, email, chat, and remote control/assist software. Builds positive and productive relationships with customers, teammates, and partners.
• Accurately documents interactions, technical issues, and resolutions in the Midmark service module.
• Handles high volume requests.
• Manages daily tasks efficiently with minimal supervision.
• Conducts follow-up calls or emails as necessary to ensure issues have been resolved to the customer’s satisfaction.
• Provides feedback on recurring issues or trends to help improve products, services, and support processes, pulling in management and engineering as needed.

SECONDARY DUTIES:

• Trains and assists Associate Technical Service Specialists.
• Engages in continuous improvement initiatives.

EDUCATION and/or EXPERIENCE:

High school degree or GED is required. Associate degree or equivalent from a two-year college or technical school in a relevant field is preferred. 7+ years of technical experience and at least 2 years of experience in a customer facing role preferred, or equivalent combination of education/experience.

COMPETENCY and/or SKILL:

• High-level understanding of Midmark products, product functionality, and theory of operations
• Strong verbal and written communication skills with the ability to interact professionally with customers, Midmark partners, and team members
• Organizes tasks effectively and manages time efficiently while handling multiple responsibilities
• Works well with teammates, engineering, quality, and others while contributing to a positive team environment
• Ability to identify hard to find root causes of failure. Ability to use test and repair equipment such as a multimeter as needed.
• Works efficiently in Microsoft Suite (Outlook, Word, Excel PowerPoint) and systems such as ServiceMax and ORACLE. In depth knowledge of computers and operating systems is required for some product categories.
• Bilingual (Spanish) is a plus

SUPERVISORY RESPONSIBILITIES: 

• No supervisory responsibilities.