Disclaimer: This is not an IT role

Provide technical support for the most complex Snap-on products to internal and external customers, including troubleshooting, documentation, and training for the assigned product line. Will take the lead as new products are developed and rolled out.

• Provide support for internal and external customers, including proper equipment operation and use, and diagnosis and troubleshooting problems for field technicians. 

• Analyze product performance to identify problems, make recommendations to improve and enhance products , and work with internal and external sources to resolve problems. 

• Support new product implementation by working closely with Engineering and field personnel as products are developed and updated to make recommendations and resolve problems. 

• Document incoming calls.  Develop and maintain information databases as required. 

• Work with the Training & Documentation group to write technical documentation on products for field technicians’ use, including service bulletins, installation instructions, and service manuals. 

• Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel. 

• Coordinate service activities on assigned products throughout the PDC. 

• Act as a resource for others as needed. 

• Keep abreast of industry standards and emerging technology. 

• Participate in special projects as needed. 

• Follow company policies and procedures. 

• Other duties as assigned. 

• 3 - 5 years of field service or technical support experience. 

• Demonstrated knowledge of a broad range of products across multiple product lines. 

• Ability to read electrical schematics and pneumatic diagrams.  

• Ability to troubleshoot a variety of PC problems. 

• Excellent communication skills – both verbal and written, including technical writing skills. 

• Presentation skills with prior training experience, preferred 

• Demonstrated organizational skills, leadership ability, and project coordination. 

• Demonstrated ability to work cross-functionally. 

COMPETENCIES 

• Safety 

• Customer focus 

• Communication 

• Consistency 

• Attention to detail 

CHARACTERISTICS 

• Demonstrate Integrity 

• Tell the Truth 

• Respect the Individual 

• Promote Teamwork 

• Listen