Technical Support Specialist

Fairbanks Scales seeks a Technical Support Specialist in Overland Park, KS to deliver world class assistance to internal and external customers. In this onsite role, you will troubleshoot and resolve industrial weighing product and software issues, provide phone support to service teams, and support training and documentation activities across the organization.

Role Responsibilities

• Provide phone support, troubleshooting guidance, and general help on Fairbanks products to Field Service Technicians calling into the central help desk.
• Support, assist, troubleshoot, and respond to service issues reported by Service Technicians, including product, service operation, or maintenance concerns.
• Work with Service Technicians by phone and web interface to gather information, identify problems, and deliver technical assistance.
• Provide assistance and guidance via telephone and occasionally on-site to Service Technicians nationwide.
• Collaborate with engineering, sales, service, product development, and corporate teams to help ensure customers receive high quality service and products.
• Refer reports of product or service failures to the appropriate departments for investigation.
• Evaluate user needs and define technical problems, coordinating with engineering or development staff to determine solutions.
• Document issues reported from the field and provide accurate information to engineers and support personnel.
• Interface with factory engineers and manufacturing personnel during product development.
• Instruct Fairbanks direct, domestic, and international distributor technicians on proper servicing of Fairbanks products.
• Lead hands-on classroom training sessions at Company training facilities.
• Perform ongoing activities to maintain and enhance overall system performance.
• Periodically travel overnight to assist service departments with installation, programming, training, and calibration of new or existing products at customer sites.

Required Experience

• Must have 2-3 years of related experience in the scale industry, electronic services, or an IT related field.
• Scale industry experience is strongly preferred.

Required Skills and Competencies

• Proficiency in Microsoft Office, specifically Excel and Outlook.
• Strong working knowledge of electronics, including A/D circuits, power supplies, transducers, and industrial communications such as RS232, RS485, 20mA, Ethernet, and 4-20mA analog outputs.
• Working knowledge of the use of various testing equipment.
• Critical thinking with exceptional attention to detail.
• Excellent problem-solving skills.
• Excellent communication skills, verbally and in writing.
• Excellent technical writing skills.
• Ability to organize and prioritize work effectively while managing multiple tasks simultaneously.
• Ability to develop and maintain business relationships.

Technology Stack

• Microsoft Office
• Excel
• Outlook
• RS232
• RS485
• Ethernet
• 4-20mA analog outputs
• 20mA
• A/D circuits

Work Environment and Physical Requirements

• Work environment: General office conditions; exposed to moderate noise levels.
• Close vision and ability to focus are required.
• Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk.
• Must be able to perform repetitive wrist, hand, and/or finger movements to type and work on a computer.
• Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
• Regular attendance is a necessary and essential function.