Technical Support Specialist-BILINGUAL FRENCH-CANADIAN at Snapon in Richfield, Ohio

Job Description:

Overview



Technical Support Specialist I - Bilingual French-Canadian



Full-time, Non-Exempt


Position rotates between 7:30am-4:30pm (on-site) AND 12:00noon-8:00pm (late hours off-site).



Location: Monday-Friday, Richfield, OH




Summary



This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics.



Responsibilities

• Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.


• Interfaces with Technical Support leadership as required.


• Solicits information from other departments relative to Customer Support/Satisfaction.


• Responsible for the sale of consumable items and non-contract technical services.Analyzes new and existing product trends affecting Customer Support/Satisfaction.Participates in procedural planning as required.


• Generates reports as required.


• Provides technical input and solutions relative to field service, training, sales and customer requirements.


• Prepares documentation to support diagnostic needs.


• Performs other miscellaneous duties as assigned.

• Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.


• Two to three years' experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.


• Proven oral/written communication and interpersonal skills.


• Previous technical sales experience.


• Knowledge of LAN/Ethernet required.


• Proficient keyboarding skills.


• Strong background in hardware, software, terminal emulation, and SCSI devices.


• Proven strength in UNIX or Windows based operating system.


• Capable of troubleshooting to resolution most problems with products supported.


• Must be self-motivated to keep current with technology.


• 
  Ability to work overtime as required, travel occasionally, rotate shifts, and work holidays/Saturdays as required.