Technical Support Specialist - Heavy Duty - Snap-on Inc

Overview

Since 1920, people have known Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader. With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value. We work hard together. We grow together. We are one Snap-on team.

We are seeking a dynamic and experienced Technical Support Specialist - Heavy Duty to join our Service Support team. This role is crucial in providing technical support for Snap-on heavy duty equipment products to internal and external customers. This will include troubleshooting, documentation and training for the assigned product line. 

PERKS - WHAT'S IN IT FOR ME

• Competitive compensation
• Medical insurance
• Dental insurance
• Vision insurance
• Retirement plans
• Paid vacation
• Employee Assistance Program (EAP)
• Stock Purchase Plan
• Discount on Snap-on Products

Responsibilities

• Provide support for internal and external customers including proper equipment operations, use and diagnosis, and troubleshooting problems for distributors. 
• Analyze product performance to identify problems, make recommendations to improve and enhance products, and work with internal and externals sources to resolve problems. 
• Support new product implementations by working closely with Engineering, Training, and Sales as products are developed and updated to make recommendations and resolve problems. 
• Document incoming calls to develop and maintain information databases, as required. 
• Work with the training group to write technical documentation on products for distributors use including service bulletins, parts, and manuals. 
• Work with the Training group to develop, coordinate, and conduct service training programs for distributors. 
• Act as a resource for others , as needed. 
• Keep abreast with industry standards and emerging technology.
• Other duties as assigned.

Qualifications

• 5-10 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 software and operations issues. 
• 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. 
• Ability to travel 25% domestically and internationally. 

CHARACTERISTICS

• Demonstrate Integrity
• Tell the Truth
• Respect the Individual
• Promote Teamwork
• Listen