Technical Support Engineer

Job Title: Technical Support Engineer Job Type: Full-time direct hire Job Location: Rock Hill, SC (Onsite) Salary: DoE Work Authorisation: US Citizen/GC Job Description Remote Monitor Support – Be part of a team that provides 24/7 Remote Monitor support, training and/or information to distributors, dealers, field, internal departmental personnel, and service throughout the U.S. Location: Hybrid Field Position: Charlotte, NC or Rock Hill, SC Local terms and conditions apply Travel: Some travel to customer loactions, including occassional out-of-town and overnight travel. Available for a rotating schedule of on-call work on evenings, weekends, and holidays. Job responsibilities include but may not be limited to: Perform remote troubleshooting applying Remote Operations Center Fault Handling Procedures and Special Instructions Interface with customer site team and customer operation center to provide product support remotely. Customer Liaison - Review and respond promptly to customer inquiries received by telephone, mail, fax, website. (Or forward to the appropriate person for response), including responding to departmental correspondence. Develop an understanding and collect information, as appropriate, to clarify the needs of the customer or the service group to better facilitate addressing those needs and expectations. Expedite response to customer requests by establishing and maintaining regular communication with internal departments and service branches. Administrative Support – Provide administrative support forTechnical Support Team, service training, and others as assigned, including drafting written materials (such as correspondence, contracts, requests for manuals, and reports), copying, filing, etc. Warranty Claims and Part Returns - Review and process distributors warranty registration for CPS. Recordkeeping, Reporting, and Questionnaires – Assist Technical Support Team in the preparation of required departmental reports. Assist with the compilation of information and completion of contract questionnaires for the service department. To succeed, you will need Must be self-directed, have a positive attitude, and be customer-service oriented. Excellent organizational, interpersonal, and verbal and written communication skills Capable of managing multiple priorities with flexibility, confidentiality, and a positive attitude. Proficient in Microsoft Office, including Word, Excel, and PowerPoint. Past Experience with networks, servers, Wi-Fi, and databases Basic developer skills a plus Proficiency in tooling software applications is a plus. 4-5 years relevant experience Two-year Associates Degree or 4 year Bachelor Degree Job Type: Full-time Pay: $51,922.03 - $114,944.15 per year Benefits: 401(k) Dental insurance Health insurance Vision insurance Schedule: 8 hour shift Ability to commute/relocate: Rock Hill, SC 29730: Reliably commute or planning to relocate before starting work (Required) Experience: Customer service: 4 years (Required) Remote Monitor support: 5 years (Required) servers: 5 years (Required) Wi-Fi: 4 years (Required) databases: 4 years (Required) Work Location: In person