Hope is a Job

This position is a dual function role, splitting time between home/office-based technical support and field service technician responsibilities. Office-based technical support responsibilities will include assisting customers, dealers and sales staff with technical support and customer service-related issues via phone, email and chat. Field Service Technician responsibilities will include installation, repair and training of TigerStop machinery at customer sites throughout North America.

Major responsibilities include but are not limited to:

1. Accurately install and test TigerStop products
2. Train customers on safe product operation and maintenance
3. Perform onsite repairs of TigerStop products
   • Diagnose mechanical, electrical, software and systems failures
   • Order and install replacement parts as necessary
   • Propose additional products for machine safety or improved functionality
4. Perform upgrades and modifications to equipment as needed
5. Provide technical support and excellent customer service via telephone and email to support our dealers and customers
6. Troubleshoot and resolve issues covering product operation and electrical systems, mechanical systems and software
7. Respond to technical support requests which may include answering product how-to questions, user-interface training, assisting with system configuration changes, and troubleshooting technical issues
8. Interpret and communicate specialized technical specifications, drawings, manuals, and other technical reference into information usable and understandable by clients
9. Coordinate spare parts specifications and shipping instructions to our dealers and customers
10. Bring clarity to incomplete or inaccurate information through questioning and problem-solving
11. Participate in continuous improvement efforts, identify process improvements for customer service and technical support activities
12. Maintain calm and professional communication while assisting distressed customers
13. Maintain accurate records using CRM system
14. Participate in all assigned technical support and service training programs
15. Interact with Engineering and Production to provide excellent customer service and clarify specifications when necessary

Job Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills, Education, and Certifications:

High school diploma/GED and 2 years of experience in field repair, troubleshooting and training of industrial machinery required. Associate Degree or 3-5 years of demonstrated and relevant work experience strongly preferred. Demonstrated understanding of pneumatics, hydraulics, electrical and control systems assembly and operation required. Ability to read and interpret electrical schematics, technical reference materials and technical data for troubleshooting and installation of industrial equipment. Excellent customer service interface skills required. Intermediate to advanced CRM software experience strongly preferred but not required.  Excellent ability to communicate via email with intermediate or higher MS Outlook skills. Working knowledge of Microsoft Teams or similar virtual collaboration platform a plus.  Bilingual in Spanish a plus, both written and verbal. Ability to travel within North America up to 50% of the time and valid driver’s license required.

Desired Characteristics:

• Effective communication skills, both written and verbal, particularly in order to respond to inquiries and clearly communicate important information
• Excellent and effective phone presence which includes understanding, patience and tact
• Effective email communication using excellent punctuation, grammar, spelling and professional tone
• Maintain positive image and relationships with customers and coworkers while promoting courtesy, objectivity, respect, and fairness
• Seek feedback and follow-up on employee and customer suggestions with a suitable response
• Prompt, hard-working, efficient, punctual, and prepared
• Organized with high attention to detail
• Team player with a positive, friendly demeanor
• Proven self-starter requiring minimal oversight with excellent time management skills
• Effective judgment and customer-service orientation necessary to interface with employees and outside parties on policies and procedures
• Strong ability to prioritize work of self and manage multiple tasks involved in meeting deadlines and deliverables with solid time management skills in a fast-paced environment
• Effective problem solving/decision making skills considering various criteria and within limits of scope of responsibility, often requiring the ability to think quickly and take initiative
• Ability to rapidly learn and adapt to new technology

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Physical Demands and Working Environment:

Ability to sit, stand and/or walk for 8-10 hours a day and lift up to 50 pounds. Will maintain home office environment, with potential to be on-call after hours from home office upon occasion if business need arises. Approximately 50% of the time, work will be conducted onsite at customer facilities in a variety of manufacturing environments where noise and temperature may fluctuate. The remaining 50% of the time will be from a home office environment for remote technical support.

Travel Requirements:

Must be able to travel across North America by commercial airlines and automobile. Must be able to regularly visit customer sites or sales events if requested.  Initial 30-45 days of training will be required onsite at TigerStop headquarters in Vancouver, WA, up to two weeks at a time.