Summary of Job Function:

The Field Technical Support position telephone and-on site customer support for all GAL and HW products. These support functions include trouble-shooting and repairing equipment, new product installation issues, assistance to customers during acceptance test and customer training. Additional duties include manual updates and feedback to the R&D group regarding product deficiencies, ideas for improvements and / or new products and customer feedback.

Essential Duties:

• This position should be capable of handling most technical support requests on all GAL manufactured elevator equipment. These requests may include issues with equipment, tune ups; field support and training.
• Additional duties include manual updates and feedback to the R&D group regarding product deficiencies, ideas for improvements and / or new products and customer feedback.
• Work schedule
  • Work normal hours at the regional office or at the RFE’s remote office.
  • Inform tech support staff, at GAL Bronx, when you are available to answer tech support calls. The expectation is that the RFE will be available to answer tech support calls from the Salesforce callback queue when in the office.
  • When required to be out of the office, inform tech support staff, at GAL Bronx, so that calls can be redirected to other team members.
  • Update the “VANTAGE TECH SUPPORT” calendar to reflect your “out of office” schedule.
• Provide technical support for VANTAGE customers.
  • Answer tech support calls when in the office.
  • Create and update cases and help desk tickets.
    • Log tech support calls.
    • Request engineering changes.
    • Request warranty parts.
    • Copy the Technical Support Director on cases and help desk tickets. See escalation process below.
  • Provide onsite technical support when required.
    • Create a job report for onsite tech support.
    • Submit job reports to the Technical Support Director.
    • Notify the Technical Support Director if assistance is required to resolve a tech support issue.
  • Escalation of customer issues
    • Duration of unresolved issues
    • Frequency of issues
    • Type of issue
    • Notify the Technical Support Director if escalation is required.
  • Provide on-site or via phone training for regional customers.
    • Provide training for installation and adjustment.
    • Provide technical support for issues after installation.
    • Provide training for data collection for project pricing and manufacturing.
    • Notify the Technical Support Director if assistance is required in conducting customer training events.
  • Provide technical support for regional office staff.
    • Provide technical support for project pricing.
    • Be available as a technical resource when necessary.
  • Provide tech support team with suggestions for product improvements.
  • Provide feedback regarding quality issues.
  • Assist in the RSC when necessary

Qualifications:

• Excellent communication skills.
• Computer / engineering background (minimum Associates’ degree) or a minimum 2 years industry experience in similar role.
• Experience in elevator industry a strong plus.
• Ability to exercise creativity and innovation.
• Excellent interpersonal skills
• Analytical, math, and problem-solving skills highly preferred
• Exceptional work ethic, time management, and organizational skills.

Work Environment & Hazards

• General Office Environment
• Extensive visits to job site installations and our test tower facilities

Special Physical Demands

• Limited physical effort. Requires occasional moving of materials and equipment.

Work Contact Group

• Significant contact with all departments within G.A.L.
• Significant contact with external customers and consultants.
• Travel 25-30% of the time