Product Support Specialist

Company: Orion Talent
Location: Marlborough
Posted on: September 19, 2023

Job Description:

Position Details:
--- 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 of employment.
--- 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 include:

--- Provide remote support for company Customers, resellers, and subsidiaries.
--- Provide preventive and breakdown maintenance to domestic and international customers.
--- 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 support personnel.
--- Participate in application development for customer in co-ordination with the applications team and sales as necessary.
--- 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