Technical Support Representative (Not an IT role) 

Salary:  $62,000 - $75,000 per year

• Answers service calls on the service help desk.

• Reviews blueprints and observes layout of machine in manufacturer’s plant to become familiar with machine operation and plant processes.
• Consults with Braun administration to resolve problems of machine design to avoid installation problems in customer’s establishment.
• Trains customer’s personnel and management in the operation of, adjusting, maintaining and repairing equipment by means of hands-on instruction and review of operations and maintenance manuals.
• Consults with customer about deviations of machine operation from original specifications and explains reasons for changes. Needs to enforce OEM parts and recommended proper maintenance and operation of equipment.
• Supports incoming phone calls from customers, distributors, field service and regional sales managers.
• Takes multiple pieces of information and puts them together to craft a solution.
• Diagnoses and resolves complex problems to the equipment/system.
• Lends technical assistance to customers, Regional Sales Managers, Inside Sales and Engineering.
• Have knowledge of the customer base in his/her home territory and proactively visit sites to strengthen Braun’s presence and relationship.
• Ability to propose and close service contracts and generate machine parts sales.
• Create estimates for service work.
• Issue invoices for billable service work through the current ERP system.
• Schedules service technicians and makes travel arrangements in the absence of the Field Service Coordinator.
• Follows all safety regulations, in manufacturer’s plant and customer’s establishment, and reports violations to immediate supervisor.
• Employee could work unusual hours or extra hours to complete particular assignments.
• Other duties and special projects, as assigned.

 Qualification:

• Prefer Associates degree in Engineering, other specialized vocational training or equivalent experience and a minimum of six months direct experience in the electrical and mechanical assembly of Braun machines
• Ability to understand blueprints/diagrams or schematics
• Ability to use testing equipment and possess basic hand tools
• Ability to interact with customers in a professional and diplomatic manner
• Must be computer savvy