Engineering Support 1

Summary:



Address customer questions and concerns regarding their company's products. These professionals answer incoming phone calls from customers and troubleshoot technical problems. Evaluates work processes to determine strategies and programs which provide greater productivity and efficiency of company functions by performing the following duties.



Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Gathers information to evaluate current work processes in order to determine the flow of work, time requirements, costs, and duration.
• Filing reports regarding product problems
  
• Researching technical issues
  
• Managing and processing customer orders
  
• Walking customers through solutions
  
• Reviewing product change requests
  
• Learning about product updates and new technologies
• Resolving escalated customer complaints without the need for team lead intervention
• Documenting troubleshooting and problem resolution steps
• Participation in providing training to customers as required

Competencies:



To perform the job successfully, an individual should demonstrate the following competencies:

• Use of Technology - Demonstrates required skills.
• Design - Demonstrates attention to detail.

Qualifications:




To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Education and/or Experience:


Requires a associates degree and 1-2 years of experience in the field or in a related area



Language Skills:


Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.



Mathematical Skills:


Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.



Reasoning Ability:


Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form



Computer Skills:

• Proficient in all Microsoft Office applications (Word, Excel, Outlook)
• Experience with website Development and networking concepts

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



ADDITIONAL NOTES

ALIGN PRECISION is an Equal Opportunity Employee and wholeheartedly supports diversity in the workplace as a basic premise for business success. All employees of ALIGN PRECISION are employed on an at-will basis.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.


A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.