Technical
Support Analyst – SEMD
Houston, TX (Fully onsite)
6 months contract
Job Description:
Provides first line of support for problem resolution and/or recommendations
on selected products and services.
Job Responsibilities:
- Addressing minor coverage issues and resolving minor complaints. Ensuring
all customer communication is clearly documented.
- Answering inbound customer inquiries. Providing health analysis or
troubleshooting and redirecting them when appropriate.
- Identifying issues and determining appropriate course of action for effective
resolution.
- Processing results from analysis of technical data.
- Understand prime product or component health or status, if action is needed,
and required next steps.
Skills:
Customer Focus: Knowledge of the values and practices that align customer needs
and satisfaction as primary considerations in all business decisions and
ability to leverage that information in creating customized customer solutions.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools,
techniques, and processes; ability to collect and synthesize data from a
variety of stakeholders and sources in an objective manner to reach a
conclusion, goal, or judgment.
Service Excellence: Knowledge of customer service concepts and techniques;
ability to meet or exceed customer needs and expectations and provide excellent
service in a direct or indirect manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing
technical or business guidance to clients, both internal and external; ability
to apply consulting knowledge appropriately.
Decision Making and Critical Thinking: Knowledge of the decision-making process
and associated tools and techniques; ability to accurately analyze situations
and reach productive decisions based on informed judgment.
Effective Communications: Understanding of effective communication concepts,
tools and techniques; ability to effectively transmit, receive, and accurately
interpret ideas, information, and needs through the application of appropriate
communication behaviors.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing,
anticipating, and resolving organizational, operational or process problems;
ability to apply knowledge of problem solving appropriately to diverse
situations.
Relationship Management: Knowledge of relationship management techniques;
ability to establish and maintain healthy working relationships with clients,
vendors, and peers.
Position’s
Contributions to Work Group:
- Client SEMD
Why Client ? “Whether it be ground-breaking products, best in class solutions
or a lifelong career, you can build what matters to you at Client. With 150
locations in countries around the world, what you create at Client travels and
helps people around the world. You can collaborate with the best minds in the
industry, complete meaningful work and continuously grow and develop through
our various opportunities. Here, you can do the work that matters.”
Why this Role?
- Exposure to different industries
- Skill development
- Career growth
Typical task breakdown:
Monitor Equipment through Client Marine Digital Tools
- Review equipment alerts.
- Act on alerts with Technical Lead, CORE Manager, Fleet Manager, and
customers.
- Provide comments on actions.
- Cross Reference Digital tools while troubleshooting.
- Provide technical information to Customers, Fleet Managers, and Dealer’s for
service with Trouble calls.
- Document issues and status through the Sales Force Platform.
- Communicate noted issues to Customers through the Sales Force Platform.
Interaction with team:
- High level of interaction across multiple teams is expected.
Team Structure
- Manager, Team lead, Team
Work environment:
- Office
Education & Experience Required:
- Years of experience:
2-4 yrs. working on machinery such as combustion engines, hydraulic systems,
or pneumatic devices.
Or
- 2-4 yrs. working with analytical data, utilizing quantitative analysis,
preferably in data science, or engineering.
- Degree requirement: High School Diploma, GED or Equivalent
- Do you accept internships as job experience: No
- Are there past or additional job titles or roles that would provide
comparable background to this role: N/A
Top 3 Skills
- Data Interpretation
- Problem Solving
- Effective Communication
Additional Technical Skills
(Required)
- Knowledge of engineering principles, internal combustion engine and
operational practices, control system logic, driven equipment, and processes
- Working knowledge and mechanical skill set including the use of hand tools,
measuring tools.
- Knowledge of products.
- Ability to collaborate with different teams.
- Strong analytical skills.
Soft Skills
(Required)
- Strong Corporate behavior as this role is customer facing.
- Verbal and written communication skills, problem solving skills, attention to
detail and interpersonal skills.
- Ability to work independently and manage one’s time.
- Knowledge of computer software, such as Visual Basic, Java, SQL, etc.
Travel Requirement: 0-25%
Rohit Rasakthla
Recruiter
Ph:
(615) 903-9646
Email:
rohit.rasakthla@harveynash.com
