Product & Technical Support Specialist II

Description

About Ergotron: 

Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health and happiness. Using the Technology of Movement™, Ergotron builds products and custom solutions that help people feel a new sense of energy in healthcare, industrial and office settings, both at home and on-site. 

Through its 40-year history, Ergotron has led the industry with innovative, professional-grade products and customer-focused service. The company has earned more than 200 patents and established a growing portfolio of award-winning brands including WorkFit® and CareFit™, and patented Constant Force™ and LiFeKinnex™ technologies. Ergotron is headquartered in St. Paul, Minnesota, with a presence in North America, EMEA and Asia Pacific. For more information, please visit www.ergotron.com. 

Position Summary: 

Expert in providing solutions to technical problems, troubleshooting, research and development of solutions to new or unknown issues related to end user customers, resellers, distributors, DMR’s, and internal  representatives. Translate product information to others for electrical, mechanical and service support resolution cases. Role will work with software based diagnostic tools, web resources, installation manuals and technical documentation in troubleshooting and product resolutions. Manage relationships with install vendors, manage install base and make recommendations to end-users and resellers for installation of DMS (Ergotron branded, Enovate by Ergotron branded, OmniMount branded and ODM products) and may manage or participate in installs and on-site diagnostics if/when necessary. 

Position Responsibilities: 

• Manage and provide electrical and hardware solutions to product technical questions and product/install questions at an expert level.
• Manage Email, Chat and Phone interactions.
• Provide legacy product support (15+ years old).
• Tier 2 escalation support for internal and external customers. 
• Manage solutions and collaborate with diversified audience including Resellers, Partners, Sales Team members, and End User/Customers, regarding product configurations, issues and resolutions.
• Provide technical product specifications and Configuration Support for a wide array of product families in multiple use case environments.
• Research trouble reports received from various audiences, including sales, service partners, customers/end users, and resellers, providing solutions with expert product knowledge and a professional approach.
• Leverage via accurate and detailed documentation, Salesforce Case Management to ensure quality trending accuracy.
• Assist Quality in identifying and addressing product related issues including emerging issues or new product issues.
• Maintain relationships with install vendors, resellers and end users.
• Product support for the Customer Engagement and Service Operations Team.
• Back up for Product and Technical support of the APAC, EMEA Teams. 
• Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented.
• Additional duties as requested.
• Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination.

Position Requirements (Knowledge and Experience): 

· Associates of Arts (AA) in a technical area of study or Bachelors in BS/BA Degree in Business Administration, Engineering, Computer Science, or related field preferred.

· Must have solid experience and understanding of remote support, troubleshooting and customer relations for a services business in a high tech environment.

· 3 - 5 years related experience in providing detailed technical support for electronic, powered products, hardware and general installation comprehension in Healthcare, Education, Commercial and Industrial environments.

· Experience managing technical solutions with call center processes, support technologies, and tools. 

· Prior team experience, works well with multi tier case hand offs and workflows.

· Driven performer with demonstrated experience managing remote troubleshooting conversations with end user customers.

· Must have a solid understanding of a “services business” in a high-tech product environment, from ODM supplier, reseller/integrator, and technical support representative points of view.

· Exceptional knowledge transfer and communication skills in both oral and written formats.

· Strong organizational skills with an ability to manage and prioritize concurrent technical support demands and multiple contacts concurrently.

· Strong team orientation, project management thought processes, time management effectiveness, troubleshooting process experience and demonstrated problem solving skills.

· Must be able to perform the physical requirements of the job as described to you for the position.

· Proficient in Microsoft Office (including Excel, PowerPoint and Outlook), Oracle and Salesforce. Excellent electronic documentation skills required.

· Capable at capturing diagnostic information within case structure to inform engineering and quality assurance data and insights.

Benefits: 

· At Ergotron, we are committed to moving you forward with leading benefits and reward programs. Beyond a fast-paced, innovative work environment, we offer a comprehensive and competitive pay and benefits package, including but not limited to; medical, dental, vision, life, disability, tuition reimbursement, 401k with match, and an Employee Assistance Program (EAP). 

· We work hard and we recharge. With five weeks of Paid Time Off (PTO), eleven paid holidays and summer hours our employees have ample time throughout the year to spend with family and friends, traveling or relaxing.

· We are proud to support our employees and their growing families by offering ten weeks of paid maternity leave, four weeks of paid paternity leave, and three days of paid grandparents leave.

· Both our newest and our most tenured employees are formally recognized. Our career milestones program ensures that our new team members feel welcome and rewards employees at five years, ten years, fifteen years and beyond.