Job Description

Disclaimer: This is not an IT role

Provide technical support for the most complex Snap-on products to internal and external customers, including troubleshooting, documentation, and training for the assigned product line. Will take the lead as new products are developed and rolled out.

Responsibilities

• Provide support for internal and external customers, including proper equipment operation and use, and diagnosis and troubleshooting problems for field technicians.

• Analyze product performance to identify problems, make recommendations to improve and enhance products , and work with internal and external sources to resolve problems.

• Support new product implementation by working closely with Engineering and field personnel as products are developed and updated to make recommendations and resolve problems.

• Document incoming calls. Develop and maintain information databases as required.

• Work with the Training & Documentation group to write technical documentation on products for field technicians’ use, including service bulletins, installation instructions, and service manuals.

• Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.

• Coordinate service activities on assigned products throughout the PDC.

• Act as a resource for others as needed.

• Keep abreast of industry standards and emerging technology.

• Participate in special projects as needed.

• Follow company policies and procedures.

• Other duties as assigned.

Qualifications

• 3 - 5 years of field service or technical support experience.

• Demonstrated knowledge of a broad range of products across multiple product lines.

• Ability to read electrical schematics and pneumatic diagrams.

• Ability to troubleshoot a variety of PC problems.

• Excellent communication skills – both verbal and written, including technical writing skills.

• Presentation skills with prior training experience, preferred

• Demonstrated organizational skills, leadership ability, and project coordination.

• Demonstrated ability to work cross-functionally.

COMPETENCIES

• Safety

• Customer focus

• Communication

• Consistency

• Attention to detail

CHARACTERISTICS

• Demonstrate Integrity

• Tell the Truth

• Respect the Individual

• Promote Teamwork

• Listen