Technical Support Specialist (Information Technology)

Reports To: Technical Support Supervisor FLSA Status: Exempt

SUMMARY
The Technical Support Technician will assist and work directly with our customers supporting them by solving their technical questions and developing a working knowledge of Awareness Technology, Inc. (ATI) products. Excellent record keeping and follow-up as well as problem solving skills will be needed to resolve issues and meet or exceed customer expectations on a daily basis.
ESSENTIAL DUTIES AND RESPONSIBILITIES

Develop technical expertise regarding our products, systems, and services
Support our customers by providing necessary information on all of our instruments via telephone, video conferencing and email in a timely and professional manner
Perform physical service repairs and preventative maintenance to ATI products, in the field, at customer laboratory or office, and in the ATI service department and internal departments as needed
Travels to client sites, or works with clients at the factory, to install product or upgrades, and teach users to operate, maintain, and troubleshoot
Document problems and solutions in the Tech Support central database, prepare service reports and documents technical service problems to Sales Management. Follow up on open issues.
Deliver service and support to end-users using telephone support, and remote connection or over the Internet; troubleshoot and diagnose user issues regarding ATI products. Record all communication
Review technical manuals and attend training sessions. Explain and demonstrate how to operate ATI laboratory equipment. Manage installation and training of instruments
Repair a range of electronic, electromechanical, and hydraulic subassembly's for equipment. Proficient using hand tools, such as screwdrivers, wrenches, and soldering irons. Additional understanding using electronic tools, such as multimeters and computers; and reading schematics depending on the repair.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Diagnose and resolve technical hardware and software issues, test and calibrate equipment, repair and replace parts, perform preventive maintenance and service
Provide competent, professional service with accurate service information to Awareness Technology customers. Report and escalate customer questions when necessary to senior level management
Communicate effectively with other areas of the company to report on technical problems that affect instrument performance and customer's perceptions. Record all technical service issues that customers are complaining about, and exceed customer expectations to provide feedback to Awareness Technology Sales, Engineering and Quality Assurance
Assists with programming new applications and with troubleshooting of product and application problems

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

Proficiency with computers, MS Office required
Experience with ELISA and CLIA instruments and reagents, preferred
Strong organizational skills and attention to details
Ability to use discretion and make decisions independently
Travel domestically as needed - up to 60% of time traveling
Travel internationally may be needed
Must be able to obtain and maintain a passport for International travel
Must hold a valid driver's license

EDUCATION and/or EXPERIENCE

2yr Electronics Engineering Technology (EET)
3 or more years of fast-paced work environment experience is required
Experience troubleshooting via telephone or email, a plus
Excellent written and verbal communication skills required
Experience working with a team to solve problems and achieve goals

LANGUAGE SKILLS

Must be able to communicate effectively with others
Spanish written and verbal communication skills, a plus

REASONING ABILITY

Apply common sense understanding to carry out written or oral instructions
Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
Focuses and guides self and team members in accomplishing work objectives remaining flexible and adaptable to changing markets
Interacts with others in a way that gives them confidence in one's intentions and those of the organization while remaining ethical and passionate about their job responsibilities
Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships
Identifies and understands issues, problems, and opportunities; being an innovative thinker and comparing data from different sources to draw conclusions

MATH ABILITY
Must be able to perform basic math skills (addition, subtraction, multiplication, division) and understand concepts of log and other non-linear curves.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to stand and/or move while performing job duties
The employee must regularly lift and/or move up to 15 pounds, occasionally lift and/or move up to 25 pounds
Exemplary attendance and punctuality
Visual acuity requirements including color, depth perception, and field of vision. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading
Must have dexterity of hands and fingers to operate equipment; hearing and speaking ability to exchange information in person or on the telephone; sight ability to read schematics and information

Awareness Technology, Inc. is a Drug Free Workplace and an Equal Opportunity Employer and does not discriminate on the basis of race, ancestry, color, religion, sex, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, gender identity, or any other basis protected by law.


Awareness Technology, Inc. has been manufacturing high quality diagnostic instruments and equipment for the low to medium volume laboratory since 1982. We specialize in ELISA, chemiluminescence, Biochemistry instrumentation and ELISA reagents, with an emphasis on quality, reliability, economic design and price. Our clients have come to expect and appreciate the high level of customer service they receive from our sales and technical support staff. Awareness Technology values our business partners, and we have an earned reputation as a reliable and economic source for the equipment, supplies and advice that they depend on to service their customers.

Our Vision and Mission Statement
Our vision is to become the first name in small instrumentation design. We will offer impeccable quality, creative, exciting and effective products, with obvious value. We will be known worldwide for our ability to readily resolve seemingly complex requirements with quick, simple and affordable instrument solutions.
We will not seek to merely satisfy our corporate clients but instead, we will dazzle them with such knowledge, organization, individual attention, flexibility, courtesy and professionalism that their referrals will become our primary source of new business.
We will endorse the practice of continuous improvement, promote our interests aggressively, support free enterprise, play fair and earn a profit. We will reinvest profits for the further attainment of our corporate mission. Our employees will be smart, loyal and dependable. We will honor our company and ourselves by all we do.
Quality Policy
"In concert with our mission of continual improvement and maintaining the effectiveness of the quality management system, quality remains defined by our customers' decisions. As long as Awareness Technology, Inc. continues to adhere to its commitment to comply with all legal and regulatory requirements and is comfortable with the ethical and liability issues, quality is what our customer says it is".