Product Support Specialist
Company: Orion Talent
Posted on: September 19, 2023
--- Title: Product Support Specialist
--- Location: Marlborough, MA (30 miles west of Boston)
--- Work Schedule / Travel: Standard Mon-Fri day-shift (-8a - 5p);
occasional travel may be required for specific technical support
activities (no more than 25%).
--- Compensation: $30/hr - $35/hr
--- Bonuses/Additional Compensation: Relocation / sign-on bonus is
available on a case-by-case basis
--- Benefits: Company offers great benefits! Medical and Dental
benefits start day 1 of employment! They also offer tuition
reimbursement and 401k benefits starts 30 days after your first day
--- Vaccine Requirement: None
Position Description: As a Product Support Specialist, you will be
working with state-of-the-art laser processing technology to train
and support company customers, company facilities, and partners.
You will serve as primary technical customer phone support for
in-house operations, acting as the liaison between customers and
Field Service Engineers for the company's LASER Products. You will
be expected to be able to interpret electrical and mechanical
schematics, and have very good electrical and/or electro-mechanical
troubleshooting experience. Some specific responsibilities
--- Provide remote support for company Customers, resellers, and
--- Provide preventive and breakdown maintenance to domestic and
--- Troubleshooting and optimizing laser system performance.
--- Understanding of mechanical, electronic, and optical assembly
of lasers, laser systems, and subsystem components.
--- Update engineering about required upgrades based on the field
experience through Engineering Change Request.
--- Follow and/or develop training material, which can be used for
repairs, system operation, and installations.
--- Train and support company customers, partners, and company
--- Participate in application development for customer in
co-ordination with the applications team and sales as
--- Provide expert support in solving customer problems.
--- Identify new customer requirements and develop specifications
to drive new product features.
--- Help to identify the root causes of issues affecting
reliability, performance, and safety.
--- Responsible for the completion and submission of field service
reports and weekly expense reports in a timely manner.
--- Communicate support by phone, email, and online mediums as
needed to customers.
--- Work in Navision (ERP) and CRM systems.
--- Fill customer orders and ship in a timely manner.
In order to be successful in this role, you should be able to read
and interpret electrical and electronic schematics and drawings and
have good troubleshooting skills with both high- and low-voltage
equipment. Experience with industrial lasers, accessories and
related diagnostic equipment is ideal.
Keywords: Orion Talent, Boston , Product Support Specialist, Other , Marlborough, Massachusetts
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