Product Specialist - Technical Support

Overview

Who we are:

People know 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. 

 

Provide installation and technical support for the most complex Snap-on products to internal and external customers including troubleshooting, documentation and training for assigned product line.  Remote work in the Philadelphia, PA area. Travel is about 60-80% of the role.

Responsibilities

• Provide implementation, customer training, and ongoing troubleshooting and maintenance for Snap-on Tool Control systems.
• Make recommendations to improve and enhance products and work with internal and external sources to resolve problems.
• Support  and install new product implementation by working closely with Engineering and Sales personnel as products are developed and provided to Client.
• Document incoming calls.  Develop and maintain information databases as required and utilize data to prepare for service calls. 
• Coordinate service activities on assigned products.
• Act as a resource for others as needed.
• Keep abreast with changing industry standards and emerging technology.
• Participate in special projects as needed.
• Follow company policies and procedures.
• Travel to customer facilities including overnight domestic travel.
• Other duties as assigned.

Qualifications

• Associate degree in related field with 1-3 years of experience or equivalent work experience; a Bachelor's degree preferred
• 1-5 years of field service or technical support experience
• Basic mechanical ability and basic equipment repair skills
• Strong problem-solving skills with the ability to work independently
• Customer focused
• Ability to learn a broad range of products across multiple product lines
• Computer skills: Proficiency with Windows operating systems, as well as Ofiice 365, experience in using Service Ticket systems
• Ability to add PCs to a network and troubleshoot basic PC problems
• Excellent communication skills - both verbal and written, including technical writing skills
• Presentation skills with prior training experience
• Demonstrated organizational skills, leadership ability, project coordination capabilities
• Demonstrated ability to work cross-functionally
• Must be able to pass background check to gain access to military and government facilities

 Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran

 

We strongly encourage people of color, the LGBTQ+ community, veterans and active-duty military, parents, individuals with disabilities, and individuals from all cultural backgrounds to apply. Snap-on is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices and laws. Snap-on strictly prohibits and does not tolerate, discrimination against applicants, associates, or any other covered persons for any reason including race, ethnicity, religion, color, national origin, sex, age, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law.