Snap-on

Installation Support Specialist

US-OH-Richfield
Job ID
2017-6727

Overview

Responsible for scheduling, installing, configuring and integrating, with assistance from customers, hardware and software remotely (telephonically or by Internet). Also responsible for completing hardware, software (operating systems) and in-depth product training to customers, via telephone or Internet, ensuring full understanding and utilization of applications and/or products.  This position is also responsible for traveling, when necessary, to customer locations during peak times or in emergency situations to conduct on-site training and installation.

Responsibilities

  1. Telephonically interact with customers to successfully schedule and complete the installation and configuration of Snap-on Business Solutions (SBS) hardware where applicable and SBS EPC solutions,
  2. Complete connectivity to all dealer management, communication and part locator systems.
  3. Ability to thoroughly train users on automotive applications via phone, Internet, or in person on-site
  4. *Clearly communicate electrical, environmental, physical network, and system requirements to the customer
  5. Notify appropriate individuals immediately if there are any issues of concern that do not conform to our established specifications.
  6. Complete mandatory administrative duties within the required time guidelines.
  7. Use necessary remote tools such as TeamViewer and Web-Ex to assist with installation and/or training of hardware or software.
  8. Ability to multitask and be detail oriented as multiple installations occur in the same day/week.
  9. Schedule and complete calls after hours if necessary, flexibility in hours is permissible.
  10. Follow up with unresolved issues until the completion of the installation and/or training, assuming call ownership.
  11. Provide sales support as needed.
  12. Cultivate and maintain strong working relationships between Training & Installation and Customers Technical Support, Hardware/Software Engineers, Sales, Product Management, Software Quality Assurance and service provider(s).
  13. Perform the duties of a tech support specialist, when necessary, to troubleshoot, diagnose, correct and repair equipment and/or systems at customer sites, with assistance of Technical Support, when necessary.
  14. Travel during peak times and conduct on-site training and installation.
  15. Assist with new and ongoing training of FITS, Technical Support and Sales Representatives and other associates, as required.
  16. Assist Training & Installation Management with special projects, as required.
  17. Participate in early stages of product development, whenever possible, and assist in the field alpha and beta testing of new products, providing feedback where appropriate. Participate in new product training for the department and other departments as necessary.
  18. Gather customer feedback, product issues and enhancement request. Report these using Snap-on bug and request tracking tool.
  19. Perform miscellaneous duties as assigned.

Qualifications

  1. Two or four year technical degree or equivalent is required as well as a minimum of 2 years as an installer and/or trainer or 1 year minimum as TSS associate or FITS.
  2. Mature, highly motivated individual with proven competence in technical support as well as installation and training of both hardware and software. 
  3. Must possess excellent communication skills with customers as well as internal associates.
  4. Thorough understanding of the principles behind and the implementation of hardware and software, including networked systems, and be able to conceptualize Sales and Support activities to correspond with the Company strategy.
  5. Must be self-sufficient and possess proven ability to be proactive in dealing with customers, both internal and external. A result oriented individual with flexibility and the ability to handle unstructured or unexpected situations.
  6. Must possess excellent telephone skills
  7. Must be able to complete tasks with little or no supervision as required
  8. Must be flexible with duty hours as an occasional evening, weekend or holiday install may be necessary.
  9. Must be able to travel, up to 50%, for defined periods of time as needed.
  10. Must have a valid driver's license and vehicle for business travel use.
  11. Must have established credit for company credit card application.

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