Technical Support Specialist

Responsibilities

• Provide telephone support to Kahler customers, primarily for Kahler hardware products.
• Instruct users on operating equipment, software, and manuals.
• Offer phone support to Kahler staff during startup projects.
• Install or assist service personnel with hardware installation and peripheral components such as electrical panels and control devices.
• Assess each customer’s unique application environment to determine how Kahler Automation equipment can address problems.
• Load and test PLC software and other control device software.
• Follow established processes, procedures, or protocols when resolving customer issues.
• Develop and update operator manuals and test procedures.
• Configure devices and systems, observing functions to verify proper operation.
• Respond to client inquiries about system operation and diagnose hardware, software, and operator issues remotely.
• Recommend or perform minor remedial actions to restore operation.
• Document actions in the customer record.
• Record component serial numbers for meters, scales, and similar items for history and warranty traceability.
• Communicate clearly and use sound judgment to help customers diagnose and resolve Kahler equipment issues.
• Coordinate with customers to return parts for repair and route parts to vendors as needed.
• Address warranty repair needs as they arise.
• Suggest inventory levels for repair stock.
• Conduct quality assurance testing on selected panels prior to shipment.
• Recommend new or enhanced features based on customer feedback for product development.
• Complete and file daily work reports, including time and materials used.
• Ensure reports accurately reflect hours worked and supplies used.
• This description is not exhaustive; duties may extend beyond listed tasks as assigned by supervision.

Requirements

• Dependability and reliability to perform duties with or without direct supervision.
• Strong communication skills, delivering ideas and instructions positively and effectively.
• Teamwork and cooperation, functioning well with coworkers and supervisors as part of a cohesive team.
• Sound judgment with the ability to make reasonable decisions.
• Adaptability to adjust to changing ideas and activities.
• Role modeling behavior for other employees.
• Creativity and initiative in solving problems.
• Attendance and reliability, including willingness to work overtime when required.
• Commitment to safety and safe work practices.
• Productivity, delivering work of acceptable quality within expected timeframes.
• Education/Experience: Associate degree or equivalent from a two year college or technical school in computers or electronics; or six months to one year of related experience/training; or an equivalent combination of education and experience.
• Computer Skills: Proficiency with Microsoft Word and Excel; ability to operate system or equipment specific software.
• Reasoning Ability: Use logical decision making to diagnose customer issues over the phone; may require innovative problem solving; ability to define problems, collect data, establish facts, and draw valid conclusions; interpret a range of technical instructions in mathematical or diagram form and manage multiple variables.
• Math Ability: Competence with calculations such as discounts, percentages, proportions, area, and volume; ability to apply basic algebra and geometry concepts.
• Language Ability: Effective communication with clients under stress; strong listening skills to understand issues and convey solutions clearly; ability to present information and respond to questions from managers, clients, customers, and the public; ability to read and interpret general business publications, professional journals, technical procedures, or government regulations.
• Certificates and Licenses: Valid Driver's License.

Technologies

• Microsoft Word
• Microsoft Excel
• PLC software

Values

• Curious Attitude: Motivated to explore and find answers that lead to the best outcomes.
• Focus on Quality: Maintains high standards and integrity in work results.
• Passion for Service: Serves customers with a professional and responsive approach.
• Dedicated Spirit: Takes ownership of responsibilities to achieve organizational goals.

Work Environment and Physical Demands

The role may involve working near moving mechanical parts and exposure to electrical hazards and vibration. Moderate noise levels are typical. The position requires regular lifting and moving of materials, with heaviness ranging from 25 to 100 pounds on occasion. Visual requirements include close, distance, peripheral, depth, and focused vision. Occasional standing, walking, sitting, hand use, reaching, climbing or balancing, and stooping may be needed.

Employee Supplied Tools

• 5 Straight blade screwdrivers: 3/32, 1/8, 5/32, 1/4 inch
• 2 Phillips screwdrivers: #1 and #2
• 1 pair long nose pliers
• 1 diagonal cutter
• 1 Ideal wire stripper
• 1 8 inch crescent wrench
• 1 set of nut drivers up to 1/2 inch
• 1 set of Allen wrenches up to 3/8 inch
• 1 hammer
• 1 small knife
• Other specialized tools supplied by Kahler

Travel

Travel is not a regular part of this position.