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Product Support Technician

Company: Klein Tools
Location: Vernon
Posted on: May 6, 2021

Job Description:

Location: US-IL-Lincolnshire Address: 450 Bond Street ID: 2021-4558 Overview Klein Tools has a 160-year history of serving the hand tool needs of professional tradesmen with products that represent a standard of excellence, innovation, technology and quality in our industry. We are looking for candidates who want a career working with The Premier Brand of Hand Tools. We are currently looking for a Product Support Technician to be located in our Lincolnshire, IL Facility. Responsibilities The Product Support Technician will serve as a gatekeeper to provide technical assistance and training to our customers and employees. This position will support customer service and engineering when customers call about technical issues with products. This position will be the first point of contact for email and phone support on the Technical product line. Specific Responsibilities will include: * Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware and software. * Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to the engineers. * Assist and counsel customers regarding product problems and inquiries. * Ensure proper handling and follow-up with customers. * Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error * Simulate or recreate customer problems to resolve user difficulties. * Interact and coordinate with other departments to resolve customer issues * Document problems and corrective procedures. * Communicate customer suggestions for enhancements to the development team. * Provide basic electrical or mechanical technical support to engineering in the development, analysis, and maintenance of products or equipment. * Perform basic tests and diagnoses of test procedures, instruments, equipment, products, or product performance. * Perform all other duties as assigned. Qualifications Associates or Technical School degree and two (2) years of experience as a product support technician. Bachelor's Degree in Electrical Engineering is preferred. Demonstrate strong communication skills. Ability to respond to the needs of internal and external customers courteously and respectfully. Klein Tools provides a competitive compensation and benefits package, including: * 401(k) Company Match * Profit Sharing * Paid Vacation/Holidays * Shared Cost Medical & Dental * Flex Spending * Education Reimbursement Program * Employee Discount Program * Onsite Employee Fitness Center If you have the commitment to succeed and the desire to join an organization recognized as the industry leader, please submit your cover letter and resume. No phone calls please. EOE/M/F/D/V PM19 PI134353023

Keywords: Klein Tools, Decatur , Product Support Technician, Professions , Vernon, Illinois

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